Líder de Suporte

About the role

Tata Consultancy Services (TCS) is seeking a Support Lead to head its Application Management Services (AMS) support teams in Brazil. The role focuses on delivering high‑quality IT support while adhering to ITIL best practices and ensuring service level agreements are met.

Key responsibilities

• Lead and mentor a team of support engineers to achieve operational excellence.
• Monitor and report on SLAs, KPIs and support operational standards.
• Drive continuous improvement initiatives using Agile practices.
• Coordinate with internal and client stakeholders to resolve incidents and implement solutions.
• Ensure compliance with ITIL processes and maintain documentation.

Required profile

• Fluent English communication skills.
• Proven experience in managing IT support or AMS teams.
• Strong understanding of service delivery metrics and ITIL framework.

Required skills

• ITIL best practices
• SLAs and KPI management
• Support operational standards
• AMS support team coordination
• Agile practices (desirable)

What we offer

• Health, dental and life insurance
• Transportation and meal vouchers
• Childcare assistance and TotalPass
• Free psychological, legal and financial assistance (24/7)
• Certification reimbursement and free learning portal
• International experience opportunities
• Referral bonuses and performance recognition programs