L1.5 Support Technician

Must Have Technical/Functional Skills

• Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
• Stakeholder management, share regular updates and assist in preparing operational reports
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, OEM, and business stakeholders for their particular area
• Tracks and report progress to stakeholders
• Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
• Shift timings : Monday to Friday:Morning 7 AM to 7 PM. Will be limited to 8 hrs of working daily
• On-Call support beyond Office hours during emergency
• Extended Shift timings based on customer requirements during emergency
• Working with Manufacturing Customer will be an added advantage
• IT endpoint knowledge, applicable on production lines, plus endpoint support.Knowledge on Manufacturing Shop Floor systems, line side IT devices (Printers, Scanners, MRTs etc barcode scanners, barcode printers, smart devices) and touch points

Roles & Responsibilities

• Day to day incident monitoring and resolution (Service Now preferred)
• Interaction with client (IT & Business users) on functional issues
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
• Tracks and report progress to stakeholders
• Willing to work in shifts, this is mandatory
• Gemba Walk in Shopfloor

Generic Managerial Skills, If any

• Flexible
• Excellent communication skills
• Continuous learning att itude
• Team worker
• Meticulous

Base Salary Range : $50,000 to $70,000 Per Annum

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