Sustainment It Lead

Tata Consultancy Services; Seattle (WA); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Health

Family Support: Parental Leaves

Insurance Options: Auto & Home

Certification & Training Reimbursement

Vacation & Holidays

401K Plan; Performance Bonus

Job summary

Tata Consultancy Services Limited in Seattle seeks a Senior Engineer to own sustainment of production systems, data pipelines, and ITSM processes. You will lead incident triage, change and release management, and drive continuous improvement through automation and robust monitoring.

You will mentor a team, establish runbooks, measure MTTR and uptime, and coordinate with business and technology stakeholders to ensure SLAs and reliability.

Qualifications

• Lead sustainment for production systems, applications, and data pipelines.
• Own SLAs, incident, change, and problem management processes.
• Lead and develop the team; on-call rotations and escalation.
• Ensure adherence to ITIL-aligned operations and governance.

Responsibilities

• Ensure production systems meet SLAs and performance targets.
• Lead incident triage, root-cause analysis, and permanent problem resolution.
• Own change and release management with safe testing and rollbacks.
• Plan deployments, migrations, and infrastructure changes.
• Establish monitoring, alerting, and logging to catch issues early.
• Define sustainment standards and runbooks.
• Track MTTR, uptime and SLA compliance.
• Lead and develop the team with backlog priorities.

Skills

ITSM ownership

Dashboards reporting

ITIL operations

Automation improvements

Education

Bachelor of Computer Science

Tools

ServiceNow

CI/CD tooling

Cloud monitoring stacks

Performance Analytics

Job description

Must Have Technical/Functional Skills

Owns and leads all sustainment processes for production systems, applications, and data pipelines. Accountable for operational stability, reliability, and continuous improvement, and serves as the primary point of ownership and escalation for business and technology stakeholders.

Technical Skills

• ServiceNow: configure and administer ITSM processes; build workflows, business rules, assignment groups, SLAs, catalog items, and CMDB relationships.
• Reporting: build dashboards and KPIs (Performance Analytics / BI) and automate weekly stakeholder reporting, tailored for executive and team audiences.
• Operations: ITIL-aligned incident, problem, change, request, and knowledge management; CI/CD, version-controlled deployments, and migration tooling; cloud platforms and monitoring stacks.
• Continuous improvement: eliminate recurring issues through automation, refactoring, and process change.

Experience Required

• 15+ years overall IT, including 5+ years in a lead/management role with full process ownership.
• 10+ years troubleshooting across applications, databases, and infrastructure.
• 7+ years ServiceNow configuration/administration (module depth below).
• 5+ years each: dashboards/reporting, CI/CD and migration tooling, people leadership.
• ITIL certification preferred.

ServiceNow / ITSM Module Depth

• Incident Management Configure & administer 7+ yrs
• Problem Management Configure & administer 5+ yrs
• Change / Release Management Configure & administer 5+ yrs
• Knowledge Management Configure & administer 3+ yrs
• Request / Service Catalog Configure catalog items & flows 3+ yrs
• CMDB / Configuration Management Maintain CIs & relationships 3+ yrs
• Performance Analytics / Reporting Build dashboards & KPIs 3+ yrs
• Event Mgmt, SecOps Exposure / nice-to-have Familiarity

Roles & Responsibilities

Core Responsibilities

• Ensure production systems and data pipelines meet SLAs and performance targets.
• Lead incident triage, root-cause analysis, and permanent problem resolution so issues don't recur.
• Own change and release management: test, review, deploy with minimal risk and clear rollback.
• Plan maintenance: deployments, database migrations, dependency/version upgrades, infrastructure changes.
• Establish monitoring, alerting, and logging to catch issues before they impact users.
• Define and enforce sustainment standards, runbooks, and knowledge base content.
• Track and improve key metrics: incident volume, MTTR, uptime, SLA compliance, change success rate.
• Lead and develop the team; set backlog priorities and manage on-call/escalation rotations.
• Own access provisioning, access reviews, audits, and operational compliance.

Generic Managerial Skills, If Any

• Excellent problem solving, communications, interpersonal and analytical skills
• Ability to understand and comprehend complex environments and systems
• Inquisitive by nature and keen to figure out how things work.

Salary Range: $110,000 - $130,000 per year

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.

Location

Seattle, WA

Function

TECHNOLOGY

Role

Senior Engineer

ID

436371

Skills

ITSM

Salary Range

$110,000 - $130,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE