Salesforce Commerce Cloud Lead

About the Company

Tata Consultancy Services (TCS) is a global IT services, consulting, and business solutions firm that partners with leading organisations to modernise operations, technology platforms, and business models. The company operates with a strong focus on sustainability, community impact, and innovation. In Asia Pacific, TCS has been carbon neutral across 11 countries, 12 delivery centres, and 18 offices since 2022, and is working toward long-term net zero emissions by 2030. Its workplace approach includes eco-conscious office design, paperless practices, energy-efficient operations, and employee participation in sustainability initiatives.

Role Overview

This position is for a Salesforce Commerce Cloud Lead based in Auckland, New Zealand. The role is focused on incident, service request, application support, governance, SLA adherence, and coordination across onshore and offshore teams to ensure stable operations and successful deployments.

Key Responsibilities

• Handle incidents and service requests logged in the ITSM platform, offering fixes, workarounds, corrective actions, and application or system restoration within agreed service levels.
• Raise service cases where needed and follow the appropriate escalation path with the relevant product or software provider.
• Follow security and access control standards for all in-scope applications in line with organisational policies.
• Help users identify data issues or inconsistencies and support the development of corrective approaches.
• Work with onsite and offshore teams to manage risks and support successful application releases and ongoing support activities.
• Ensure governance processes are followed, service levels are met, and transitions into steady-state support are smooth.
• Use knowledge resources such as KEDB and SOPs, and update knowledge articles when required.
• Provide regular updates in the ITSM tool and communicate progress to relevant stakeholders.
• Review vendor communications related to emergency patches, patch bundles, bugs, and vulnerabilities, and prepare related reporting.
• Monitor issues proactively, alert stakeholders, and, when necessary, coordinate rollback actions in consultation with the change owner.
• Track and report incident, problem, and change management SLAs so both customer and supplier have clear visibility into performance, trends, and impacts.
• Prepare and share operational metrics, trend reports, aging reports, SLA/KPI updates, issues, risks, and mitigation plans on a periodic basis.

Culture and What TCS Looks For

TCS values people who are passionate about technology, eager to learn, curious, innovative, and comfortable working in a collaborative, purpose-led environment. The company emphasises integrity, excellence, responsibility, pioneering spirit, and unity, along with inclusion, diversity, and continuous learning.

Benefits and Reasons to Join

• Competitive compensation aligned to the Australian market, with performance-based incentives and recognition.
• Exposure to major Australian enterprises while working with a global network of specialists.
• Supportive leadership that encourages initiative and values new ideas.
• Clear career progression, certification support, mobility options, and learning pathways.
• An inclusive workplace where collaboration, individuality, and respect are actively encouraged.
• Access to structured learning, global certifications, leadership development, and emerging technologies.

About TCS Community and Values

• Global scale with more than 600,000 associates across 55+ countries.
• Strong local presence supporting leading organisations across financial services, government, retail, healthcare, telecom, and more in Australia.
• Commitment to sustainability, digital inclusion, and community engagement.
• An accessible and equitable workplace that values diversity and inclusion.

Equal Opportunity

TCS is an equal opportunity employer. All qualified applicants are considered without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other legally protected characteristic.