PCS Operations Team Lead

Skip to main contentEnglishSign InPCS Operations Team Lead page is loadedPCS Operations Team LeadApplyremote typeHybridlocationsIN, Bangalore Kartime typeFull timeposted onPosted 22 Days Agojob requisition idR01131360Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Job Description:Productivity & Collaboration Services Operations Team Lead (Solventum)3M Health Care is now SolventumAt Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.The Impact You’ll Make in this RoleOwning and managing PCS intake channels and the L3 escalation queue across Microsoft 365 and productivity & collaboration services, triaging and prioritizing work by business impact, risk and compliance requirements, and operational capacity.Acting as the primary L3 escalation layer above L2 managed services and coordinating incident response across internal teams, vendors, and US-based SMEs to ensure SLAs, OLAs, and service expectations are met.Balancing workloads across GCC PCS engineers and specialists, flexing resources across domains as demand requires, and supporting cross-training to reduce single points of failure.Leading and delivering small to mid-sized PCS initiatives including content and collaboration migrations, cleanups, license management and automation efforts.Driving continuous improvement, root cause analysis, and shift-left practices to reduce ticket volume, improve service stability, and increase self-service and L1/L2 enablement over time.Your Skills and Expertise  To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:Bachelor’s Degree or higher AND 5 years of experience in M365 productivity and collaboration operationsANDIn addition to the above requirements, the following are also required:7 years of experience managing intake, priorities, and service backlogs in an enterprise IT environment7 years of experience leading small operational teams or pods7 years of experience operating in global, follow-the-sun delivery models7 years of experience in incident management, escalation, and service managementAdditional qualifications that could help you succeed even further in this role include:Experience leading L2/L3 escalation queues across Microsoft 365 and enterprise productivity services.Experience delivering migrations, cleanups, and automation initiatives within a productivity and...