Looking Onsite || Incident Management, AS400_SYNON || Piscataway, NJ (Onsite)

Role Description:

Candidate should be flexible to extend after working hours as required to address escalations and provide excellence support to customer.

Competencies:

Incident Management, AS400_SYNON

Essential Skills:

1. Experience in team members management and handling issues including managing team remotely.2. Good experience in IT Operations Service delivery and be a point of contact for customers3. Experience in the ITIL process and Service Level agreements4. Lead the transition from the incumbent and ensure the new team members are ready for production support.5. Must have experience in setting up knowledge repository and documentation.6. Knowledge and experience supporting following retail store devicesa. Point of Sale & RF and handheld devices,b. Handheld connectivity issues,c. MFT issues,d. Printers (Line, Tag, Hip, Label) & POS, Kiosk movement7. Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions 8. Oversee the day-to-day operations of the Technical Support Team9. Manage the technical support team, providing line management, mentoring and engagement with other support teams10. Experience in tracking and ensuring SLAs and KPIs and workflow and Monitor team performance and report on metrics11. Identify and Drive service improvements and Provide best practice incident management of issues impacting our customer base through to resolution, 12. Escalation handling within the business & communication to customer and be the point of contact when it comes to technical escalations13. Implement any necessary preventive measures to reduce customer faults and issues14. Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents15. Ensure that all customer inquiries and issues are solved in a prompt and professional manner16. Be actively involved with the operational delivery if required for new product and feature releases 17. Manage and report on all incoming technical support inquiries 18. On-board the new technical support team members

Desirable Skills:

1. End user desktop support, Retail store devices support2. ITIL certification.3. Experience in MyStore or similar tool4. Associates or Bachelor degree in Information Technology or a related field preferred5. Demonstrate proficient communication skills – written and verbal in English 6. Able to understand customer?s environment (different industry type), work closely with engineers and Retail store employees7. Lead a team of 4 to 5 Technical Support team in people management activities and technical direction, align to commercial priorities8. Able to multi-task efficiently under time pressure9. Previous experience in managing customer focused teams

Position Applied for

Candidate Full Name [As per Passport]

Contact Number Primary & Secondary

Email ID

Current Location

LinkedIn

Passport No.

Work Authorization

Had ever worked with TCS in Past (Required filed) (Contract/Full Time)

Are you comfortable for on-site

Had you gotten covid vaccination doses

Rate expectation