Job description

Customer Management

o Communicate effectively with Customer and ensure all customers’ requests are addresses in a timely manner

• Shift management and BAU

o Ensure processes are being followed and plan continuous sessions on Customer business and ITSM processes, Rio and IS Security

o Ensure proper shift handover from team working in India and Mexico to the team working in the USA

o Conduct evening standup call with all leads by end of the USA shift.

o Proper onboarding and offboarding of TCS associates.

• Major incidents/Critical changes

o Attend CAB meeting s and Review change requests with all leads during EST and handover to Mexico and offshore team for execution as applicable.

o Closely monitor Critical changes and ensure Pilot/Co-pilot process is followed during EST.

o Communicate and engage the right stakeholder in a timely manner about any high priority incident, Critical change failure, planned or unplanned outage.

o Ensure TCS resources are available to resolve high priority issues and not struggling with technical challenges. Engage key SME’s as required.

o Update TCS MIC APP

o Ensure all leads are reporting in the USA shift as per roaster and arrange alternate resource in case of any unplanned leaves.

• Process Improvement

o Identify area of Service improvements through Automation, MFDM in DataCenter, EUC, CFS and Mainframe area and track it until closure.

• Risks

o Collaborate with all leads, Identify operational and Technology Risks

o Ensure risks are communicated to all stakeholders in a timely manner

o Assist team in mitigation of risks and ensure Team update risks in TCS Prime tool

• Knowledge of ITIL principles and concepts

• Expert ability to multi-task and work independently

• Strong verbal and written communication skills, attention to detail, customer service, and interpersonal skills

• Ability to exercise good judgment and solve problems

• Ability to work independently and manage schedules and documentation

Job Type: Full-time

Salary: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Jacksonville, FL 32202: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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