Digital Experience (XEC) Specialist

About Tata Consultancy Services

Tata Consultancy Services (TCS) is a global leader in IT and business solutions with a workforce exceeding 612,000 employees worldwide. Operating in 55 countries, TCS recorded a revenue of USD 29.08 billion in the 2023-24 fiscal year. The company offers extensive service lines including Cloud Infrastructure, Cognitive Business Operations, Cybersecurity, Consulting, Enterprise Solutions, Internet of Things / Digital Engineering, and Data & Analytics. Recognized as one of India's largest equal opportunity employers, TCS has over 100,000 female associates and is repeatedly honored as a leader in the 'India's Most Respected Companies' survey.

Role Overview

The position is for a Digital Experience (XEC) Specialist based in Kolkata, requiring 6 to 10 years of relevant experience. Candidates must hold any graduate degree.

Technical Expertise and Skills

• Proven hands-on experience deploying and managing SysTrack agents, telemetry, and analytics.
• Competency in implementing Cognix for workspace use cases.
• Experience in scoring device health, application performance, and user sentiment.
• Proficient in creating dashboards and interpreting analytics data.
• Skilled in automating workflows within SysTrack using scripts, triggers, and remediation processes.
• Adept at root cause analysis leveraging experience data.
• Familiarity with Windows and macOS End-User Computing (EUC) environments.
• Knowledge of Intune and SCCM ecosystems for integration and data correlation.
• Working experience with IT Service Management (ITSM) tools, preferably ServiceNow.

Process and Enterprise Skills

• Awareness of ITIL frameworks focusing on Incident, Problem, and Continual Service Improvement processes.
• Experience supporting enterprise transformation initiatives.
• Ability to translate complex technical insights into clear business outcomes.

Key Responsibilities

• Implement Digital Experience Platforms by deploying and configuring SysTrack and Cognix components.
• Onboard endpoints and validate their telemetry data collection.
• Launch value builders and apply agreed experience use cases.
• Develop and maintain performance dashboards encompassing device health, application experience, and user productivity and sentiment.
• Provide actionable insights to operations teams and senior leadership.
• Monitor baseline metrics compared to post-transformation improvements.
• Design and activate automation workflows within SysTrack to enable self-healing and proactive remediation.
• Aim to reduce incident volumes through effective automation strategies.
• Support Level 2 and Level 3 teams by offering experienced-based root cause analysis.
• Identify recurring experience degraders and contribute insights to Continual Service Improvement Programs and transformation roadmaps.
• Align experience metrics with established Service Level Agreements (SLAs) and Experience Level Agreements (XLAs).
• Support proof of value (POV), pilot projects, and hypercare phases.
• Document use cases, results, and Standard Operating Procedures (SOPs) clearly.