OSS Working- OSS Site lead

4 days ago

Toronto, Canada Tata Consultancy Services Full time

About TCS

TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status. Our organizational structure is domain-led and designed to offer businesses a single window into industry-specific solutions. Our agile industry units have embedded capabilities to enable rapid responses that provide a competitive edge to our customers. This, coupled with a unique Global Network Delivery Model™ (GNDM™), is recognized as the current benchmark of excellence in technology deployment. We have made significant investments in digital technology, horizontal, and vertical platforms, allowing us to successfully serve our clients for over 50 years.

Required Skills and Responsibilities:

•OSS Working- OSS Site lead.

•Good year previous IT Service Desk lead/manager experience 5 years

•Experience in IT Service Desk required.

•Reporting and data analysis skills in ServiceNow

•Excellent communication skills and customer handling skills.

•Excellent organizational skills

•Incident Management experience

•Managing incidents including business expectations and communication.

•An ITIL V4 / V3 Foundation qualification is preferable but not essential.

•Knowledge of ITIL Processes MI, PM

•Project management experience

•Knowledge of cloud-telephony tools from reporting perspective

Roles and Responsibilities:

•Manage the Service Desk team and evaluate performance.

•Manage all escalations related to Service Desk with site SDM.

•Manage all vendors related to Service Desk

•Manage SLAs and KPI monthly.

•Run daily, weekly, and monthly meetings related to Service Desk

•Ensure all updates are shared with all Service Desk teams.

•Create reports from all tools of service desk.

•Responsible for knowledge management related to Service Desk

•Excellent excel and presentation skills.

•Strong customer service, analytical, and problem resolution skills required.

•Experience in Vendor management for Service Desk tool.

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 accommodations during the recruitment and selection process, please inform Human Resource

Thank you for your interest in TCS. Candidates that meet the qualification 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.

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