Zone Manager

Must Have Technical/Functional Skills

• End to end EUC / Workplace service delivery management
• Multi country / multi site operational oversight
• Incident, escalation, and SLA management
• Field technician and vendor operations management
• ITIL based service management (Incident, Problem, Change)
• Stakeholder and customer relationship management
• Performance monitoring, reporting, and governance
• Continuous improvement and service optimization

Roles & Responsibilities

• Own end to end EUC service delivery across the assigned zone, ensuring consistent support for end user devices, peripherals, and workplace services
• Ensure SLA, KPI, and service quality compliance for incidents, service requests, IMACD, and break fix activities
• Act as the single point of accountability for EUC operations within the zone
• Manage and coordinate Field Technicians (FTs), site support teams, and vendors to ensure adequate coverage and timely resolution
• Assign and prioritize work for critical incidents, Top locations, and business impacting issues
• Oversee site onboarding, offboarding, managed/unmanaged transitions, and refresh activities
• Lead and manage P1 / P2 incident escalations, ensuring rapid resolution and stakeholder communication
• Conduct operational governance, including service reviews, performance tracking, and compliance audits
• Ensure adherence to standard EUC tools, processes, and security policies
• Drive problem management, RCA, and preventive actions to reduce repeat incidents
• Collaborate with regional and global teams on EUC transformation initiatives, automation, and standardization
• Identify and implement continuous improvement and cost optimization opportunities
• Build and maintain strong stakeholder relationships with business, IT leadership, and vendors
• Provide regular operational reports, dashboards, and executive updates

Salary Range-$70,000-$80,000 a year

#LI-KR3

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.