122 jobs in Tata Consultancy Services

The WFM Real-Time Management (RTM) Specialist is responsible for monitoring and managing intraday operational performance to ensure optimal service levels and resource utilization. This role requires expertise in Verint Workforce Management tools, strong analytical skills, and a solid background in Real Time Management and in depth with Scheduling. The RTM Specialist works closely with Operations, Scheduling, and Forecasting teams to drive real-time decisions and maintain workforce efficiency.

Real-Time Operations Managemen

• tMonitor intraday performance across queues, channels (voice, email, chat), and sites
• .Track KPIs such as Service Level, AHT, Occupancy, Queue Depth, and Adherence
• .Identify deviations from forecast and schedule, and take immediate corrective actions
• .Manage agent skilling, call routing, and queue assignments to meet service level targets
• .Coordinate with Operations leaders to implement real-time action plans

.Intraday Analysis & Reportin

• gPerform continuous intraday analysis comparing actual vs. forecast vs. schedul e
• .Provide hourly/daily performance reports and insights
• .Communicate risks, opportunities, and recovery plans to stakeholders
• .Maintain real-time dashboards and ensure data accuracy in Verint

.Scheduling & Planning Suppor

• tLeverage strong scheduling experience to recommend adjustments based on intraday trends
• .Suggest schedule optimizations such as overtime (OT), voluntary time off (VTO), and shift swaps
• .Collaborate with Scheduling and Forecasting teams to refine future staffing plans
• .Understand and apply shrinkage, staffing requirements, and workload distribution

.Verint Tool Utilizatio

• nUtilize Verint WF M for real-time monitoring, adherence tracking, and reporting
• .Manage intraday configuration such as skill changes, agent activities, and schedule updates
• .Generate and interpret Verint reports to support operational decisions
• .Troubleshoot system/data discrepancies within the Verint platform

Job Summary

We are looking for a Customer Service Representative to join our team at our BGC site. This role is ideal for candidates with 2 years or less of customer service experience who possess strong communication skills and are eager to grow in a fast-paced environment.

Job Description:

• Assist customers in a professional and friendly manner
• Process payments and provide suggestions/assistance to customers who are in financial distress
• Answer billing inquiries and raise disputes when required
• Provide online walk access through
• Handle document requests and inquiries
• Address loan inquiries
• Manage escrow concerns (taxes/insurance)
• Outbound collections and skip tracing

Skill Set Requirements:

• Must have at least 1 year experience in a Voice program, preferably with CSAT and/or Quality as a primary scorecard metric
• At least 2 years college degree completed
• Good communication and analytical skills, able to converse in English comfortably and clearly
• Experience and Proficiency in managing calls, ranging from easy customer concerns, to more complicated and/or multiple concerns
• Collections for a Financial Account is preferred, but not required
• Willing to work on-site in BGC, Taguig
• Must be available to start immediately

What We Offer

• Competitive salary and benefits package
• HMO Day 1
• Career growth opportunities
• Supportive and dynamic work environment

GCP Cloud Architect – SAP (AMS Engagement)

Role Summar

yWe are seeking an experienced GCP Cloud Architect with deep SAP knowledge to lead and govern Application Managed Services (AMS) for SAP landscapes hosted on Google Cloud Platform. This position is primarily focused on steady-state operations, optimising performance, controlling costs, enhancing reliability, and driving continuous improvement for SAP systems operating on GCP

.
Key Responsibiliti

esAMS Governance & Operatio

• nsTake ownership of architecture governance for SAP systems managed under AM
• S.Ensure all Service Level Agreements (SLA), Service Level Objectives (SLO), and Key Performance Indicators (KPI) are consistently me
• t.Provide guidance for Level 3 (L3) and Level 4 (L4) support for critical SAP incident
• s.Lead root cause analysis (RCA) and implement permanent solutions to recurring issue
• s.Define, refine, and improve runbooks, Standard Operating Procedures (SOPs), and operational standards to ensure high-quality service deliver

y.
SAP Landscape Managem

• entOversee operational management for SAP S/4HANA / ECC, SAP BW/4HANA, and SAP BTP integratio
• ns.Ensure system availability, performance, and stability across all SAP landscap
• es.Manage processes such as system refreshes, client copies, transport routes, and maintain landscape consisten
• cy.Support upgrades for SAP kernel, database, and patches to maintain optimal system heal

th.
GCP Cloud Operations & Optimisa

• tionAdminister and optimise Compute Engine resources, including virtual machine sizing and autoscal
• ing.Design and implement effective storage and backup strateg
• ies.Manage networking components such as VPC and load balanc
• ing.Monitor system health using Cloud Operations Suite (Monitoring and Loggi
• ng).Apply cost optimisation strategies (FinOps), including rightsizing, committed use discounts, and idle resource clea

nup.
Performance & Reliability Engine

• eringOptimise SAP HANA performance through memory, CPU, and I/O tu
• ning.Implement and govern High Availability (HA) and Disaster Recovery (DR) drills and readi
• ness.Ensure robust backup, restore, and business continuity plans are in place and mainta

ined.
Incident, Problem & Change Mana

• gementAlign with IT Service Management (ITSM) processes, covering incident, problem, change, and release manag
• ement.Lead major incident management (MIM) ef
• forts.Drive problem management and eliminate recurring i
• ssues.Evaluate and approve changes impacting SAP systems o

n GCP.
Automation & Continuous Impr

• ovementIntroduce automation using Terraform and scripts for repetitive
• tasks.Enhance operational efficiency through self-healing mechanisms, monitoring alerts, and predictive ana
• lytics.Continuously improve runbooks and monitoring frameworks to support operational exce

llence.
Security & Co

• mplianceEnsure strict compliance with enterprise security st
• andards.Implement and monitor IAM roles, access control, encryption, key management, audit logs, and vulnerability man

agement.
Stakeholder & Vendor M

• anagementAct as the primary architecture Single Point of Contact (SPOC) for AMS eng
• agements.Collaborate with SAP functional teams, infrastructure/cloud/security teams, and managed service
• vendors.Conduct regular service reviews (weekly, monthly, quarterly) to ensure alignment and per

formance.
Required Skills &

ExperienceCore

• Experience10–15 years of IT e
• xperience.More than 5 years in cloud architecture, preferably with Google Cloud
• background in SAP BASIS and SAP architecture within AMS env

ironments.
SA

• P ExpertiseExperience in operations support for SAP S/4
• HANA / ECC.Expertise in SAP HANA database administration and performa
• nce tuning.Familiarity with SAP AMS delivery models, especially ticket-driv

en support.
G

• CP ExpertiseProficiency with Compute Engine, V
• PC, and IAM.Knowledge of storage and backu
• p solutions.Experience with monitoring and lo
• gging tools.Understanding of HA/DR architec

ture on GCP.
ITSM &am

• p; AMS SkillsStrong knowledge of ITIL processes, including incident, problem, and chang
• e management.Experience using tools such as ServiceNow, Remedy, or simil

ar platforms.
Automati

• on & ToolsExperience with Terraform and scripting (Pyt
• hon or Shell).Exposure to CI/CD practices is considered

an advantage.
Preferred

• QualificationsCertifications such as Google Professional Cloud Architect, SAP HANA/BASIS, and ITIL Foundatio
• n/ with RISE with SAP on GCP, multi-cloud or hybrid environments, and Fi

nOps practices.
Key KPIs /

• Success MetricsSLA adherence in terms of uptime, response, and r
• esolution times.Reduction in recu
• rring incidents.Improvements in performance, including response times
• and batch jobs.Achievement of cost optim
• isation targets.Increased automation coverage and operati
• onal efficiency.Successful disaster recovery drills and a

udit compli

• ance.
  Soft SkillsStrong leadership and decision-making
• during incidents.Excellent communication w
• ith stakeholders.Proactive problem-
• solving approach.Ability to work in a 24x7 AMS environment with o

n-call readiness.
Key Different

• iator for AMS RoleThis role is distinct from project-based positions, as it emphasises ongoing operations, optimisation, automation, and stabilisati
• on of SAP systems.Focus is on continuous improvement rather than
• one-time delivery.Requires strong ownership of live p

Role Summary

We are looking for a Telephony Developer to design, develop, and maintain contact center telephony systems, including IVR and call flow solutions. This role focuses on improving customer experience, supporting system enhancements, and ensuring seamless integration with business applications.

Key Responsibilitie

• sDevelop, implement, and maintain call flow scripts (IVR/telephony systems
• )Provide technical support and troubleshoot telephony-related issue
• sEnhance customer experience through optimized call flow desig
• nSupport system upgrades, changes, and new initiative
• sIntegrate telephony solutions with APIs and backend system
• s(Mid/Senior) Lead call flow design planning and communication improvement
• s(Senior) Manage telephony platforms and ensure operational efficienc

y
Qualifications & Experien

• ceJunio r: Minimum 2 years experience in developme
• ntMi d: Minimum 3 years experience in voice/telephony solutio
• nsSenio r: 3+ years plus experience managing contact center platfor

ms
Technical Ski

• llsProgramming: Java, VoiceXML (VXML), PHP,
• SQLWeb: HTML, JSP, JavaScr
• iptDatabases: Oracle and/or Microsoft SQL Ser
• verTools: WebSphere, Eclipse, NetBeans, Post
• manPlatforms (preferred): Twilio, Genesys, Aspect, or simi
• larStrong understanding of API integrati

ons
Core Competen

• ciesStrong analytical and problem-solving sk
• illsEffective communication (written and ver
• bal)Organized and detail-orie
• ntedTeam player with stakeholder management sk
• illsSelf-motivated with a design-thinking min

dset
Preferred Qualifica

• tionsExperience with IVR and contact center plat
• formsExposure to customer journey optimization and UX in call

JOB SUMMARY:

Scheduling specialist is a critical role holding responsibilities to support and manage the scheduling activities for the contact center staff. Scheduling specialist must ensure the agent schedules are prepared in accordance with the local labor rules and regulations while aligning them closely to the Intraday staffing requirements resulting in achievement of Service Level objectives for the business.

KEY RESPONSIBILITIES AND DUTIES:

· Good understanding of Scheduling function and its deliverables

· Knowledge of WFM tool like, Genesys, Aspect, IEX.

· Performing schedule maintenance and management in workforce management System

· Working knowledge of the operation SLAs, GOS, Productivity, Utilization & other KPIs

· Performing scheduling activities for offline or non-productive activities

· Performing tracking of call center team member attrition

· Performing mandatory annual schedule bid processes, which is driven by seasonality and operational changes

· Performing semi-annual holiday bids

· Performing mini schedule bids

· Documenting the call center staffing net results against call volume demand requirements

· Perform audit of headcount report to discover any inconsistencies WFM tool and other back-end systems

· Create new hire schedules for recruiting for upcoming new hire classes

· Collaborate with and provide headcount-impact updates to long range forecast including team member attrition, leave of absences, etc.

· Collaborate with intraday analyst that is the intraday point-of-contact for lines of business to discuss updates and trends

· Perform other duties and assignments as directed

QUALIFICATIONS:

· 3 to 4 years of relevant experience

· Proficient in MS Word, MS Excel, MS PowerPoint, VBA, Advance Excel, etc.

· Proficient in at least one WFM tool (Genesys, NICE, Aspect, Calabrio, Teleopti, Verint etc.)

· Proficient in Scheduling methodologies like Shift Bid, Rotation, Demand Based, Availability or Preference based etc.

· Strong mathematical, analytical, communication, and organization skills

· Self-motivated and must excel in a highly dynamic work environment

Windows Administrator

Role Summary:

Looking for a Windows Administrator with 5+ years of experience including strong Active Directory skills.

Responsibilities:

- Windows Server administration

- Active Directory & GPO management

- SCCM patching

- Backup & Restore

- Incident/Change Management

- VMware/Hyper-V

Requirements:

- Minimum 5 years experience

- Strong AD knowledge

- Windows Server expertise

- SCCM exposure

- PowerShell scripting

Education:

- Bachelor’s degree preferred

- ITIL/Microsoft certifications (added advantage)

• Candidate should have minimum of 17+ yrs. experience
• Should have Global Service Desk domain experience managing a team of 200+ FTE across multiple geo’s
• Comfortable with working in night shifts as per business requirement
• Knowledge on Service Desk metrics , SLA’s & KPI’s
• Experience in performing client facing role and maintain high level of customer satisfaction
• Exposure to project financial management, top line, bottom line, margins, levers to improve margins
• Acting as the bridge between client and operational delivery teams
• Excellent communication around issues and opportunities - get things done, make things happen
• Stakeholder Management - Collaborating with Client & Internal senior leaders on account management and growth
• Service Reporting and sponsoring service delivery meetings
• Should have knowledge on Transformation & Identifying Service Improvement opportunities & current market trends
• Report daily, weekly & monthly service delivery performance to internal and client stakeholders
• Strong Customer Service, Project Management, Resource planning and Quality control skills
• Should possess Forward planning, Decision-making, Strategic thinking skills
• Should be an effective leader with ability to motivate team , delegate responsibilities and problem solving skills
• Should have led relationships at vendor management and executive level
• Preferred experience in Retail store support Service Desk operations

Job Description - Mainframe Operations & Production Control

And Batch Monitoring

Rocket software tools Zeke/Zena

Summary of key responsibilities

Provide 24 x 7 console monitoring of Mainframe infrastructure and Application Systems (e.g., Hardware, batch schedules, interfaces, database table spaces)

Respond to console messages & alerts, and take corrective actions as required

Carry out IPL, POR, Region Bounce

IBM and other OEM/ISV Vendors Coordination, Communication and Liaison.

Identify, report, troubleshoot and escalate negative trends, Incidents and Problems

Resolve or assist in Resolving Incidents and Problems

Execute and monitor production, test and demand Batch Jobs (e.g., scheduling, execution, reruns, cancellations, hold & release and reporting of Batch Jobs)

Monitor job processing, and identify, resolve and or escalate incomplete jobs

Start-up and shut-down online systems and interactive systems as per SOP or demand

Mainframe File Transfers & Transmission Management,

Mainframe Output, Printing and Report Management

Mainframe Code Promotion and Release Management

Years of Experience

L1 - 3-5 Years of experience in Mainframe Console Operations, Production Control and Batch Monitoring & Scheduling, PagerDuty

L3 – 10+ Years of experience in Mainframe Console Operations, Production Control and Batch Monitoring & Scheduling, PagerDuty

Technical requirements

Good understanding of IBM Mainframe HW, Consoles, HMC, SE, z/OS, DB2, CICS, IMS DB/DC & IBM Utilities

Experience in Batch Monitoring, Scheduling and adhoc changes using tools

Experience in Autosys is added advantage.

Experience in User ID, Access Management and IAM – Identity Access Management using RACF

Experience in Mainframe Version Control and Release Management Tools

Monitor all batch flow processing and insure timely completion of endpoints / milestones.

Identify delays or bottlenecks using proprietary and vendor tools and resolve or escalate accordingly

Track incoming and outgoing transmissions ensuring they meet deadlines

Monitor real time performance of the computing environment

Perform scheduled and unscheduled system shutdown and start up (IPL) utilizing HMS, SE, Consoles. Perform environmental verifications after IPL is complete

Perform and verify system configuration changes as specified during weekend maintenance / shutdown periods.

Respond to all hardware faults or failures requiring escalation and support from outside vendors. Work with vendors toward resolving these incidents. Report them via problem tracking software

Respond to all console messages and alerts requiring intervention and action

Job Summary

To strategize, lead a team of agents which might include Customer care and Technical Support agents who need to ensure they can respond to any customer enquiry type end-to-end from Billing, Complaints, Sales Support to collections

Key Accountabilities

Meet objectives for team performance and individual performance of agents by providing effective feedback, coaching, and support

Minimizes escalations through effective coaching and support as well as proper handling of calls escalated to the lead to achieve the right result

Drive a customer centric culture within the business.

Support all your agents and must be physically co-located.

Support your team within the moment feedback – they need to walk around, listen to calls in real time and monitor freely

Organic learning is fostered and encouraged.

Teams must have rituals to further iterate and evolve, while also ensuring they celebrate success moments.

Applicant should also have strong leadership, a passion for change and an ability to develop coaching strategies to drive accountability and a high performing team.

He/She will be required to coordinate, cooperate and collaborate with their colleagues / team managers to achieve the site goals.

Identify best practices and implement the same

Establish and ensure communication to all stakeholders for specific process/activities

Understand and involve key stakeholders at appropriate times

Understand and effectively leverage metrics and other measurements to drive team performance.

use good judgement and business acumen to balance metrics and resolve customer issues.

Required Competencies

The following are the required skills of an agent:

Strong Leadership Skills

Ability to Identify and Assign appropriate roles to team members.

Customer Service skills

Communication skills

Need to demonstrate the below skills

Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff; Coach and develop agents, including inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the team and being a trusted resource for experts through in-the-game coaching.

Create strong relationships with various stakeholders and implement your ideas to improve Customer Experience.

Highly developed written and communication skills

Proactively takes action to address employee grievances and concerns within the workplace

Have minimum 3 years of experience leading a team

Harnesses constructive conflict to facilitate effective problem solving & decision making

Applies a top down and bottom-up approach to thinking and solutions.

Encourages collaboration and is a champion of building strong connections with key stakeholders.

Understands and can empathize with differences in people and cultures.

Can get people onboard with change through advocating the benefits and leading by example.

Is proactive in helping others to build their capabilities

Demonstrates high Emotional Intelligence

Works well under pressure and uses their time effectively to manage competing priorities.

Education and Experience

Minimum of bachelor’s degree (any field is fine)

Ability to develop, implement and assess performance metrics

Expertise in Microsoft Office programs and in desktop and mobile technology

Proven record of boosting team performance and employee retention rates

Two years of experience as a team leader