Key Responsibilities
Lead and supervise the support team during assigned shifts while providing hands-on production support.
Take end-to-end ownership of P1/P2 incidents and drive timely resolution.
Monitor and manage SLA compliance across Chat, Phone, and Email support channels.
Coordinate and lead Major Incident Management (MIM) activities, including stakeholder communication and status updates.
Conduct shift handovers, ensuring proper knowledge transfer and coverage coordination.
Track and improve key service metrics, including:
First Response Time (FRT)
Mean Time to Resolution (MTTR)
First Contact Resolution (FCR)
SLA Breach Rate
Customer Satisfaction (CSAT)
Coach, mentor, and guide support agents to enhance team performance and service quality.
Collaborate with internal teams and stakeholders to ensure seamless service delivery.
Required Skills
Robust experience in IT Service Management / Service Desk Operations.
Proven experience in handling Major Incidents and Escalation Management.
Positive understanding of SLA/KPI management and reporting.
Excellent communication and stakeholder management skills.
Hands-on experience with ServiceNow and/or Jira.
📌 Tcs Is Hiring For Servicedesk Lead For Chennai On 5th Sep 26
🏢 Tata Consultancy Services
📍 Chennai
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