TM TSC Team Lead

Twoja rola

· Accountable to drive team members to deliver outstanding customer experience via on-time, right first-time implementation of customer RFCs.
· Participate in review of LOE for new customers.
· Drive key KPI’s for team
· Perform skill gap analysis and facilitate trainings as required.
· Prepare reports and share important updates with management.
· Participate in global TM calls and share inputs with team.
· Drive teams to complete the audits and perform security audits for all supported customers.
· Support technical and non-technical escalations.
· Drive process compliance.
· Cascade changes in processes, tools and support entities to teams
· Lead transformational changes in the team.
· SME for technical trainings.
· Managing & communicating change based on creative / innovative thinking driven by changing customer / business requirements.

· Ability to work under pressure, dealing with multiple tasks.
· Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutions.
· Creates and executes development plans and revises as appropriate to meet changing needs and requirements.
· Project manage bulk & complex migrations using standard process and procedures.
· Measure Change Management efficiency – quality and throughput and ensure the team’s performance meets or exceeds the set KPIs.
· Analyze performance, debrief with the team, and implement service improvement plans as required.
· Monitor the roll-out and compliance of the defined processes, procedures and audit the adherence to standards.
· Manage escalations for all technical & procedural issues on change requests.