Production Support Lead

Inclusion without Exception

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence and customer service.

It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 56 countries and 194 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Role Description

• Lead Incident Management and Problem Management processes for critical production applications.
• Coordinate major incidents, facilitate bridge calls, drive resolution, and provide timely stakeholder communications.
• Manage, mentor, and guide production support teams, ensuring accountability and ownership.
• Own operational reporting, KPI tracking, SLA monitoring, and executive dashboards.
• Design, develop, and maintain Grafana dashboards , monitoring solutions, and alerting frameworks.
• Drive proactive service improvements and implement operational best practices.
• Lead operational governance meetings and maintain strong client relationships.
• Provide support during critical production incidents and business-critical outages.
• Promote and implement AI-driven automation to improve support efficiency and reduce manual effort.
• Ensure production stability, reliability, and continuous service improvement.

Required Skills

• Strong experience in Incident Management , Problem Management , and ITIL processes .
• Proven experience leading and managing support teams.
• Hands-on expertise with Grafana monitoring, alerting, and dashboard creation .
• Strong reporting, analytics, and executive dashboard development capabilities.
• Excellent stakeholder management and client-facing communication skills.
• Experience in operational excellence, process optimization, and automation initiatives.
• Strong crisis management and decision-making abilities.

Preferred Skills

• Experience with ServiceNow .
• Knowledge of Observability and Site Reliability Engineering (SRE) practices.
• Experience with cloud platforms such as Azure, AWS, or GCP .
• BFSI (Banking, Financial Services, and Insurance) domain experience.

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Sala ry Range - CA$ 90,000 - CA$ 100,000 Per annum

TCS does not use artificial intelligence tools for candidate screening or evaluation. This post is for a current vacancy. The hiring process includes an initial screening, followed by a technical evaluation and managerial discussion.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.