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Tata Consultancy Services · 10 hours ago

Infrastructure Site Lead

Olathe, KS

Full-time

Onsite

Mid, Senior Level

$38K/yr - $145K/yr

Tata Consultancy Services is a global leader in IT services, consulting, and business solutions. They are seeking an Infrastructure Site Lead to manage service delivery for Infrastructure Management Services, ensuring successful client engagement and operational efficiency.

Business Information SystemsConsultingInformation TechnologyIT Management

H1B Sponsor Likely

Responsibilities

Maintain and develop strong operational relationship with the client, acting as the primary point of contact for service-related matters

Strong exposure and experience in planning, execution, and successful delivery of services in Infra Operations to clients, ensuring alignment with client needs and expectations

Responsible for ensuring the successful delivery of services to clients, meeting agreed-upon SLAs, and exceeding client expectations

Identify opportunities for process improvement and implement changes to enhance service delivery efficiency and quality

Track service performance, identify key performance indicators (KPIs), and generate reports to monitor progress and identify areas for improvement

Handle escalated issues, resolving them in a timely and effective manner, and communicating with stakeholders

Collaborate effectively with internal and external stakeholders to ensure successful service delivery

Strong understanding of processes, preparing workflows, ability to identify gaps, build SOPs around updated processes

Lead and support a operations team, providing guidance, coaching, managing escalations and ensuring delivery as per customer requirements

Strong communication ability with clients, internal teams, and stakeholders

Experience working with ticketing tool Service Now, in building SOPs, preparing improvement plans etc

Strong background and real-time experience in IT Infrastructure Management services

Good understanding of the technical aspects of IT infrastructure, including software and hardware components

Strong exposure and skill to diagnose problem situations, identify gaps and resolve technical issues from site up view

Proficiency in ticketing tools like Zendesk, ServiceNow, or Jira is beneficial. ServiceNow is preferred

Knowledge of cloud computing and infrastructure

Experience with service desk and incident management tools

Qualification

Service Delivery ManagementIT Infrastructure ManagementServiceNowCloud ComputingIncident Management ToolsProcess ImprovementCommunication SkillsTeam Leadership

Required

Strong Service Delivery industry experience in managing medium to large size teams for Infrastructure Management Services support in a pure service delivery lead role

Maintain and develop strong operational relationship with the client, acting as the primary point of contact for service-related matters

Strong exposure and experience in planning, execution, and successful delivery of services in Infra Operations to clients, ensuring alignment with client needs and expectations

Demonstrate good understanding of relevant IT systems, infrastructure, and technologies