Major Incident & Problem Management

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: Manage the Helpdesk staff to ensure consistent and high quality services to the customer in line with all SLAs and KPIs. Maintain an effective and efficient help desk tightly linked with customer business objectives. Ensure continuous improvement of services provided to customer. Ensure operational excellence of the Helpdesk. Implement & maintain staffing and scheduling for Helpdesk. Be the single point of contact for all the problems. Monitor the problems to ensure that the Service Level agreements are respected. Review the problem trends, planning and driving improvement plans. Monitor the effectiveness of error control and make recommendations for improvements. Be proactive in identifying problems, analyze and recommend service improvement plans with possible solutions obtained from technical teams for department or business unit. Maintain inventory of problems under analysis and their current progress and status. Follow up issues and progress with problem owners where necessary. Communicate all the problems and their impact to all stakeholders. Prevent 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. Prepare daily/weekly/monthly Problem Management reports. And much better if you stand out for: 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 than 3,000 users and 4,000 hosts, handling 10,000 tickets/month. Experience to lead process for automation to avoid non-complex tickets going to human attendance. Experience to create a useful knowledge base defining a good framework to register and keep up to date this information and lead the team to work for RCA analysis (collect information, raise the hands for new problem, finding right sponsor for analysis). 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. What do we offer? Health insurance Life insurance 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. 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! Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Software Development J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 5/1/2025