Must Have Technical/Functional Skills - End to end EUC / Workplace service delivery management
- Multi country / multi site operational oversight
- Incident, escalation, and SLA management
- Field technician and vendor operations management
- ITIL based service management (Incident, Problem, Change)
- Stakeholder and customer relationship management
- Performance monitoring, reporting, and governance
- Continuous improvement and service optimization
Roles & Responsibilities - Own end to end EUC service delivery across the assigned zone, ensuring consistent support for end user devices, peripherals, and workplace services
- Ensure SLA, KPI, and service quality compliance for incidents, service requests, IMACD, and break fix activities
- Act as the single point of accountability for EUC operations within the zone
- Manage and coordinate Field Technicians (FTs), site support teams, and vendors to ensure adequate coverage and timely resolution
- Assign and prioritize work for critical incidents, Top locations, and business impacting issues
- Oversee site onboarding, offboarding, managed/unmanaged transitions, and refresh activities
- Lead and manage P1 / P2 incident escalations, ensuring rapid resolution and stakeholder communication
- Conduct operational governance, including service reviews, performance tracking, and compliance audits
- Ensure adherence to standard EUC tools, processes, and security policies
- Drive problem management, RCA, and preventive actions to reduce repeat incidents
- Collaborate with regional and global teams on EUC transformation initiatives, automation, and standardization
- Identify and implement continuous improvement and cost optimization opportunities
- Build and maintain strong stakeholder relationships with business, IT leadership, and vendors
- Provide regular operational reports, dashboards, and executive updates
Salary Range-$90,000-$115,000 a year
#LI-KR3
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 & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
