L1.5 support technician

Inclusion without Exception: Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes. About TCS: TCS is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive-powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS operates in 55 countries and employs over 607,000 highly skilled individuals, including more than 10,000 in Canada. The company generated consolidated revenues of US $ 30 billion in the fiscal year ended March 31, 2025 [BS1] and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index. Skills and Responsibilities: •IT endpoint knowledge, applicable on production lines, plus endpoint support. •Knowledge on Manufacturing Shop Floor systems, line side IT devices (Printers, Scanners, MRTs etc barcode scanners, barcode printers, smart devices) and touch points •Interaction with Team members for knowledge sharing, knowledge transition and issue resolution •Stakeholder management, share regular updates and assist in preparing operational reports •Triaging of issues and coordination with cross functional teams for timely resolution •Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.) •Maintaining agreed SLA levels and assuring Quality of delivery at all times •Adhere to shift rotation plan and Operating model •Interaction with SME’s on functional issues •Coordinate communications between suppliers, OEM, and business stakeholders for their particular area •Tracks and report progress to stakeholders •Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes •Working in Airbus environment as part of Shopfloor L1.5 Support will be a added advantage •Quebec French and English Language is mandatory •Day to day incident monitoring and resolution (Service Now preferred) •Interaction with client (IT & Business users) on functional issues •Triaging of issues and coordination with cross functional teams for timely resolution •Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.) •Maintaining agreed SLA levels and assuring Quality of delivery at all times •Adhere to shift rotation plan and Operating model •Interaction with SMEs on functional issues •Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area •Tracks and report progress to stakeholders Willing to work in shifts, this is mandatory MES/Shopfloor Support Engineer, Aerospace, knowledge of Manufacturing IT environment. Connaissances des terminaux informatiques, applicables sur les lignes de production, ainsi que du support sur terminaux Connaissance des systèmes d'atelier de fabrication, des équipements informatiques de ligne (imprimantes, scanners, MRT, etc., lecteurs de codes-barres, imprimantes à codes-barres, appareils intelligents) et des points de contact. Interaction avec les membres de l'équipe pour le partage des connaissances, la transmission des connaissances et la résolution des problèmes. Gestion des parties prenantes, partage de mises à jour régulières et participation à la préparation des rapports opérationnels. Tri des problèmes et coordination avec les équipes interfonctionnelles pour une résolution rapide. Suivi des processus de gestion des services (p. ex., incidents, changements, capacité, problèmes, etc.). Maintien des niveaux de SLA convenus et garantie de la qualité de la livraison en tout temps. Respect du plan de rotation des équipes et du modèle opérationnel. Interaction avec les experts sur les questions fonctionnelles. Coordonner les communications entre les fournisseurs, les fabricants d'équipement d'origine (FEO / OEM) et les représentants métier sur leurs domaines respectifs. Suivi et reporting des progrès à l’ensemble des parties prenantes. Expérience professionnelle avec « ServiceNow » et connaissance des processus de gestion des incidents, des problèmes, des changements, du Service Level Management (SLM) et de la gestion des connaissances. Avoir travaillé dans un environnement Airbus au sein du support ShopFloor L1.5 serait un atout. La maîtrise du français du Quebec et de l'anglais est obligatoire. Suivi et résolution des incidents au quotidien (Service Now de préférence) Interaction avec le client (utilisateurs informatiques et métier) sur les problèmes fonctionnels Tri des problèmes et coordination avec les équipes interfonctionnelles pour une résolution rapide Suivi des processus de gestion des services (par exemple, incident, changement, capacité, problème, etc.) Maintien des niveaux de SLA convenus et garantie de la qualité des prestations à tout moment Respect du plan de rotation des équipes et du modèle opérationnel Interaction avec les experts sur les problèmes fonctionnels Coordination des communications entre les fournisseurs, les OEM et les autres acteurs IT sur leurs domaines respectifs Suivi et reporting des progrès à l’ensemble des parties prenantes. Prêt à travailler en Travail en shift / travail posté (obligatoire) Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resources. Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.

Location: Montreal, Quebec, CA

Posted Date: 11/19/2025