Major Incident & Problem Management

Come to one of the biggest IT Services companies in the world!! Here you can transform your Come to one of the biggest IT Services companies in the world!! Here you can transform your career!

Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.

We are looking for Major Incident & Problem Management, who wants to learn and transform his career.

In this role you will:

To Manage the Helpdesk staff to ensure consistent and high quality services to the customer in line with all SLAs and KPIs

To mantain an effective and efficent help desk tightly linked with customer business objectives.

Ensure continuoous improvement of services prvided to customer.

Provide Problem Management system support activities.

Ensure operational excellence of the Helpdesk.

Implement & maintain staffing and scheduling for Helpdesk

Single point of contact for all the problems.

Monitor the problems to ensure that the Service Level agreements are respected.

To review the problem trends, planning and driving improvement plans.

Monitors the effectiveness of error control and makes recommendations for improvements.

To be proactive in identifying problems, analyse and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit.

Maintains inventory of problems under analysis and their current progress and status

Follow up issues and progress with problem owners where necessary.

Communicating all the problems and their impact to all stakeholders.

Prevents recurrence of issues by identifying root cause and implementing fix.

Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.

Drive all problems towards root cause identification and permanent fix.

Responsible for preparing daily/weekly/monthly Problem Management reports.

And much better if you stand out for:

English Advanced/Fluent

Systems engineer or technologist, in computer science or related, with experience in management of service desk work teams, who meets the satisfaction levels of the support service and the deliverables necessary for service measurement, maintenance, provisioning and optimization

Experience to lead operation with more 3.000 users and 4.000 hosts, 10.000 tickets/month

Experience to lead process for automation to avoid no complex tickets goes to human attendment Systems engineer or technologist, in computer science or related, with experience in management of service desk work teams, who meets the satisfaction levels of the support service and the deliverables necessary for service measurement, maintenance, provisioning and optimization

Experience to lead operation with more 3.000 users and 4.000 hosts, 10.000 tickets/month

Experience to lead process for automation to avoid no complex tickets goes to human attendment

Experience to create useful knowledge base defining good framework to register, keep up to date these information and lead the team to work for RCA analysis (collect information, raise the hands for new problem, finding right sponsor for analysis) .

Desirable Skills:

Good understanding of creating runbooks

Good communication at managerial level

Motivate team to improve operation

Keep team to work for the best all time

Organized and keep track of KPIs on-hands Good understanding of creating runbooks

Good communication at managerial level

Motivate team to improve operation

Keep team to work for the best all time

Organized and keep track of KPIs on-hands .

<<<< Please attach resume in English>>>>>>

What do we offer?

• TCS Benefits - Brazil:
• Health insurance
• Dental Plan
• Life insurance
• Transportation vouchers
• Meal/Food Voucher
• Childcare assistance
• Gympass
• TCS Cares - free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free TCS Learning Portal - Online courses and live training
• International experience opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy - By referring people you become eligible to receive a bonus for each hire
• TCS Gems - Recognition for performance
• Xcelerate - Free Mentoring Career Platform
• Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression , age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.
• At Tata Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects each person. Our motto is Inclusion without exception.

At TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!

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