DSS Site Lead

Must Have Technical/Functional Skills

The Site Lead is a critical working leader role responsible for stable site operations, technician performance, and disciplined execution of standard work in support of production stability, safety, and customer experience.

This role requires a balance of hands on technical leadership, people leadership, and operational discipline. The Site Lead is expected to actively lead the team at the onsite, not manage remotely.

• Ownership of Site day-to-day operations and performance.
• Technical leadership and Incident oversight
• Site Lead is responsible for leading onsite L2 and L3 DSS Technicians
• Training, Onboarding, and Development of onsite Technicians
• Communication with onsite Technicians and onsite leadership
• Set standards for behaviour and leadership

Roles & Responsibilities

• Physically fit to walk through large areas.
• Ability to work after hours and weekends if necessary or required by the customer.
• Knowledge of using ServiceNow as the ticketing tool.
• SPOC for TMNA Site Manager, act as an IT business partner on site and collaborate with site leadership and other local stakeholders.
• Maintain a friendly relationship with TMNA Users and TMNA Managers
• Responsible for managing the DSS team at the site; conduct Daily Standups
• Manage day-to-day operations in the Site
• Manage work assignment to the DSS site team
• Manage people tasks including (Shift Schedule, Leaves management, Overtime Management, Training Requirement etc)
• Assist with on-boarding, training and mentoring new L2 employees
• Take ownership of critical incidents and service failures, coordinate with relevant stakeholders until resolution or service restoration

1st level of escalation contact

Salary Range- $80,000-$85,000 Per Annum

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.

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