Job Description

About TCS:

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.

Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.

Key Responsibilities

Investigate and resolve CRM cases, customer profile issues, campaign failures, and loyalty reward discrepancies.
Troubleshoot workflow, business process, and integration issues impacting customer service operations.
Validate customer data, workflow rules, and application configurations to ensure service accuracy.
Perform approved data corrections and configuration updates in accordance with change management procedures.
Monitor scheduled jobs, APIs, interfaces, and integration points to ensure platform stability.
Support application releases, deployments, rollback activities, and post-release validations.
Coordinate with L3 teams, product vendors, and development teams to resolve complex defects and incidents.
Analyze logs, system alerts, and database records to identify root causes and restore services.
Participate in major incident management, service recovery activities, and root cause analysis (RCA).
Ensure compliance with SLA, security, audit, change management, and documentation standards.
Participate in on-call support and continuous service improvement initiatives.

Required Skills

Experience supporting CRM, Customer Service, Loyalty, or Customer Engagement Platforms.
Strong understanding of CRM processes, case management, customer journeys, and loyalty program operations.
Hands-on experience with SQL querying and database troubleshooting.
Experience supporting API integrations and application interfaces.
Knowledge of customer data management, data quality, and access controls.
Experience with SaaS platform administration and application support.
Understanding of incident, problem, change, and release management processes.
Exposure to cloud operations, monitoring, and observability tools.

Preferred Skills

Experience with Salesforce, Microsoft Dynamics 365, Oracle CX, SAP CRM, Siebel CRM, Adobe Campaign, or similar platforms.
Familiarity with loyalty management systems and customer rewards platforms.
Experience with cloud platforms such as Azure, AWS, or GCP.
Knowledge of monitoring tools such as Grafana, Datadog, Prometheus, Splunk, or ELK.
Experience working with vendors and third-party application support teams.

Qualifications

5-7 years of experience in Application Support, CRM Support, Customer Service Platform Support, Loyalty Platform Support, or Production Support.
Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
Strong analytical, troubleshooting, and stakeholder management skills.
Ability to work in a 24x7 support environment and manage critical production incidents.

Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, please do connect with us on our linked In TCS Asia Pacific Handle and we will be happy to guide you further.

We will review your application and will get back to you if we are considering your interest in this opportunity!