Skills & Experience

- Basic understanding of Database technologies
- Strong understanding of service operations and metrics
- Experience with case management systems and dashboards
- Analytical and reporting capabilities
- Stakeholder and communication skills
- Ability to drive process adherence and continuous improvement

- Monitor case flow, quality, adherence, and SLA/SLO compliance
- Perform quality audits and provide structured feedback to agents
- Manage realtime queue performance and workforce adherence
- Deliver onboarding and ongoing technical/nontechnical training
- Support performance management, coaching, and reporting
- Analyze operational data to identify trends and improvement areas
- Act as escalation points for operational or process issues
- Ensure compliance with defined processes, policies, and governance standards

Preferred candidate profile

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 6-8 years of experience in Database Administration, Database Support,



or Cloud Operations.
- Basic knowledge of PostgreSQL, MySQL, Oracle, or other database technologies.
- Exposure to Google Cloud Platform (GCP) and cloud-based database services is preferred.
- Experience in troubleshooting, incident management, and root cause analysis.
- Hands-on experience with ServiceNow, JIRA, or similar ticketing tools.
- Good understanding of SLA management, monitoring, and support operations.
- Strong analytical, problem-solving, and customer support skills.
- Excellent verbal and written communication skills.
- Willingness to work in 24x7 rotational shifts and handle customer-facing support activities.

Preferred Certifications (Valuable to Have):

- Google Cloud Associate Cloud Engineer
- Google Cloud Digital Leader
- PostgreSQL/MySQL/Oracle Certifications
- ITIL Foundation Certification

📌 Team Lead - Service Operations | Database Support | SLA/SLO | Incident (Gandhinagar)
🏢 Tata Consultancy Services
📍 Gandhinagar