Technical Lead

Tata Consultancy Services; New York (NY); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

401K Plan

Certification & Training Reimbursement

Vacation and Holidays

Job summary

Tata Consultancy Services in New York seeks a Lead Support Analyst to lead a global team responsible for the support, stability, and performance of mission‑critical scheduling applications used across media operations. This role partners with IT operations, business stakeholders, and vendors to maintain reliability and drive continuous improvement across the application landscape.

The position requires strong leadership, incident and change management experience, and the ability to mentor and

Qualifications

• Experience with broadcasting scheduling systems is required.
• Proficiency with Windows operating environments and server-side databases.
• Experience with enterprise reporting tools like Business Objects or Crystal Reports.

Responsibilities

• Lead a global team of Application Support Analysts responsible for supporting and maintaining high‑impact scheduling and corporate applications.
• Prioritize and coordinate assignments across regions and time zones to ensure service levels.
• Oversee Incident, Problem and Change Management, including root-cause analysis and long‑term remediation.
• Define monitoring strategies and develop dashboards for executive reporting and performance metrics.

Skills

IBMS experience

Media scheduling software

Windows knowledge

SQL / Oracle PL/SQL

Business Objects / Crystal Reports

Education

Bachelor's degree

Job description

Lead Support Analyst

Must Have Technical/Functional Skills

• Experience with Operative's Integrated Broadcast Management System (IBMS), or

MediaGenix's WHATSOn or other distribution and scheduling software is a mandatory requirement for this role.

• Working knowledge of the Windows operating environment.
• Competency in relational database structures, particularly SQL and Oracle PL*SQL.
• Experience with enterprise reporting environments such as Business Objects, Crystal reports a plus.

Roles & Responsibilities

Position Overview

The Lead Support Analyst plays a critical leadership role within the Scheduling Platforms group, overseeing the support, stability, and performance of mission‑critical scheduling applications used across global media operations. This position leads a team of Application Support Analysts responsible for ensuring operational continuity for systems that underpin content creation, broadcast scheduling, and corporate business functions. The Lead Support Analyst partners with IT operations, business stakeholders, and vendors to maintain reliability, implement best practices, and drive continuous improvement across the application landscape.

Key Responsibilities

Team Leadership & Operational Oversight

• Lead a global team of Application Support Analysts responsible for supporting and maintaining multiple high‑impact scheduling and corporate applications.
• Prioritize and coordinate assignments for issues impacting mission‑critical systems across regions and time zones.
• Mentor, coach, and cross‑train team members to enhance technical expertise and ensure consistent service delivery standards.

Incident, Problem & Change Management

• Oversee incident and problem management processes for assigned applications, ensuring timely triage, resolution, and communication for production issues.
• Troubleshoot application issues, identify immediate remediation steps, determine root causes, and coordinate long‑term corrective actions.
• Manage change control activities, including database updates, configuration changes, and off‑hours deployments in collaboration with global IT teams.
• Ensure compliance with ITIL best practices for Incident, Problem, and Change Management.

System Support & Maintenance

• Ensure optimal performance and reliability of mission‑critical systems supporting content scheduling, broadcast operations, and enterprise functions.
• Perform routine maintenance, upgrades, and operational tasks during scheduled off‑hours as needed.
• Support testing activities including functional, regression, integration, and user acceptance testing (UAT) for application changes and releases.

Monitoring, Reporting & Continuous Improvement

• Define and implement enterprise monitoring strategies to proactively identify and respond to developing issues.
• Develop dashboards and executive‑level reporting, including ticket burndown charts, system performance metrics, and team performance indicators.
• Identify and deliver process improvements, automation opportunities, and self‑service reporting tools to reduce manual and ad‑hoc requests.
• Analyze recurring issues and recommend long‑term process or technology improvements.

Stakeholder & Vendor Management

• Collaborate closely with Corporate IT teams, business units, and end users to align application support activities with organizational priorities.
• Develop and maintain strong relationships with software and hardware vendors, managed service providers, and third‑party partners.
• Stay informed about application roadmaps, upcoming enhancements, and industry trends relevant to enterprise media systems.

Additional Responsibilities

• Provide on‑call support on a rotational basis, including nights, weekends, or alternate shift schedules.
• Support special projects and other tasks as assigned by IT leadership.

Generic Managerial Skills, If any

• Experience leading a team of Application Support Analysts.

Education

Undergraduate Degree, required.

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.

Salary Range: $100000 - 130000 a year

Qualifications

BACHELOR OF COMPUTER SCIENCE