Sustainment IT Lead

Role: Senior Engineer

Required Skills: ITSM

Qualification: BACHELOR OF COMPUTER SCIENCE

Experience: 13 - 18 Years

Function: TECHNOLOGY

Apply By: 2026-12-14

Must Have Technical/Functional Skills

Owns and leads all sustainment processes for production systems, applications, and data pipelines. Accountable

for operational stability, reliability, and continuous improvement, and serves as the primary point of ownership and

escalation for business and technology stakeholders.

Technical Skills

• ServiceNow: configure and administer ITSM processes; build workflows, business rules, assignment groups,

SLAs, catalog items, and CMDB relationships.

• Reporting: build dashboards and KPIs (Performance Analytics / BI) and automate weekly stakeholder reporting,

tailored for executive and team audiences.

• Operations: ITIL-aligned incident, problem, change, request, and knowledge management; CI/CD,

version-controlled deployments, and migration tooling; cloud platforms and monitoring stacks.

• Continuous improvement: eliminate recurring issues through automation, refactoring, and process change.

Experience Required

• 15+ years overall IT, including 5+ years in a lead/management role with full process ownership.
• 10+ years troubleshooting across applications, databases, and infrastructure.
• 7+ years ServiceNow configuration/administration (module depth below).
• 5+ years each: dashboards/reporting, CI/CD and migration tooling, people leadership.
• ITIL certification preferred.

ServiceNow / ITSM Module Depth

Module Depth Experience

Incident Management Configure & administer 7+ yrs

Problem Management Configure & administer 5+ yrs

Change / Release Management Configure & administer 5+ yrs

Knowledge Management Configure & administer 3+ yrs

Request / Service Catalog Configure catalog items & flows 3+ yrs

CMDB / Configuration Management Maintain CIs & relationships 3+ yrs

Performance Analytics / Reporting Build dashboards & KPIs 3+ yrs

Event Mgmt, SecOps Exposure / nice-to-have Familiarity

Publication-ready Job Description Page 2

Roles & Responsibilities

Core Responsibilities

• Ensure production systems and data pipelines meet SLAs and performance targets.
• Lead incident triage, root-cause analysis, and permanent problem resolution so issues don't recur.
• Own change and release management: test, review, deploy with minimal risk and clear rollback.
• Plan maintenance: deployments, database migrations, dependency/version upgrades, infrastructure changes.
• Establish monitoring, alerting, and logging to catch issues before they impact users.
• Define and enforce sustainment standards, runbooks, and knowledge base content.
• Track and improve key metrics: incident volume, MTTR, uptime, SLA compliance, change success rate.
• Lead and develop the team; set backlog priorities and manage on-call/escalation rotations.
• Own access provisioning, access reviews, audits, and operational compliance.

Generic Managerial Skills, If Any

• Excellent problem solving, communications, interpersonal and analytical skills
• Ability to understand and comprehend complex environments and systems
• Inquisitive by nature and keen to figure out how things work.

Salary Range: $110,000 - $130,000 per year

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.