Salesforce E2 Support Lead

Tata Consultancy Services; Oakland (CA); On-site; USD 130,000 - 140,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

401K Plan

Certification & Training Reimbursement

Job summary

Tata Consultancy Services seeks an experienced leader to oversee the MyAccount AMS support with a strong ITIL/ITSM background. You will manage an onsite-offshore 24x7 team, ensure SLA compliance, and mentor staff while driving AI-enabled productivity improvements.

Responsibilities include incident/service request management, governance, and high-priority issue resolution in a fast-paced environment. Strong stakeholder communication is essential.

Qualifications

• 8+ years of experience in related field.
• At least 3 Salesforce certifications.
• Experience managing an onsite-offshore 24x7 team.
• Knowledge transition and setup of MyAccount support.
• ITIL/ITSM practices and service reporting.

Responsibilities

• Lead the MyAccount AMS support function by overseeing incident and service request management.
• Manage team effectively in an onsite-offshore 24x7 model.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through stakeholder communication, governance, and continuous process improvements.
• Drive usage of AI for productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.

Skills

8+ years experience

Salesforce certifications

Team management

Onsite-offshore 24x7

ITIL/ITSM

AI productivity

Education

Bachelor of Computer Science

Tools

Salesforce

ITIL/ITSM

MyAccount

AI tools

Job description

Salary Range: $130,000 - $140,000 a year

Job Description

• Able to manage team effectively in an onsite-offshore 24x7 model.
• Ensure successful knowledge transition and setup of support for MyAccount.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.
• Apply strong ITIL and ITSM practices to support operations and publish daily, weekly, and monthly service performance reports.
• Lead the MyAccount AMS support function by overseeing incident and service request management.
• Manage team effectively in an onsite-offshore 24x7 model.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.

Must Have Technical/Functional Skills

• Over 8+ years of experience and
• At least 3 salesforce certification.
• Able to manage team effectively in an onsite-offshore 24x7 model.
• Ensure successful knowledge transition and setup of support for MyAccount.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.
• Apply strong ITIL and ITSM practices to support operations and publish daily, weekly, and monthly service performance reports.

Roles & Responsibilities

• Lead the MyAccount AMS support function by overseeing incident and service request management.
• Manage team effectively in an onsite-offshore 24x7 model.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.

Generic Managerial Skills, If any

• Good command over English
• Ability to work in shifts
• Ability to work in 24x7 support environment

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications:

BACHELOR OF COMPUTER SCIENCE