Must Have Technical/Functional Skills
• Over 8+ years of experience and
• At least 3 salesforce certification.
• Able to manage team effectively in an onsite-offshore 24x7 model.
• Ensure successful knowledge transition and setup of support for MyAccount.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.
• Apply strong ITIL and ITSM practices to support operations and publish daily, weekly, and monthly service performance reports.
Roles & Responsibilities
• Lead the MyAccount AMS support function by overseeing incident and service request management.
• Manage team effectively in an onsite-offshore 24x7 model.
• Ensure SLA compliance, and handle critical escalations.
• Act as mentor to guide team in solution of issues.
• Drive service excellence through effective stakeholder communication, operational governance, and continuous process improvements.
• Drive usage of AI for significant productivity gains.
• Lead war room discussions for high-priority issues and ensure timely resolution.
Generic Managerial Skills, If any
• Good command over English
• Ability to work in shifts
• Ability to work in 24x7 support environment
Salary Range: $130,000 - $140,000 a year
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 & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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