Operational Service Manager

Job Description :

About Infosys:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 50 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Short Description: 

If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.

1. Roles and Responsibilities:

2. Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.

3. Point of Contact for IT Teams and Vendors at across geographies.
4. Point of Contact for future Infrastructure Enhancement and requirement gathering.
5. Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
6. Manage IT Service Delivery at onshore Locations.
7. Coordinate with the Offshore IT Team for coherence with Business requirements.
8. Monitor KPI for Incident, Problem and Change Management and provide Client feedback to the Offshore Team.
9. Work with PMO on short/long term IT Project implementations.
10. Work with Delivery SPOCs and client Business users on IT requirements.
11. Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
12. Vendor Contract and License Management

13. Implement Service improvement and Transformation initiatives.

14. Skills /Competencies:

15. Essential Skills:

16. 10+ years of experience in customer-facing roles.

17. Working knowledge of EUC operations including Remote support and Deskside support
18. Know how on ITIL Framework
19. ITIL Certification would be recommended.
20. Experience in Stakeholder management
21. Experience in Partner management
22. Proven Customer Service skills
23. Excellent written and oral communication

24. Degree/Degree in IT / Computer Science / related discipline.

25. Preferred  skills

26. Awareness of latest technologies and trends

27. Knowledge of agile methodologies
28. Must have the ability to identify and instill industry best practices.
29. Proven Customer Service skills

30. Excellent written and oral communication

31. Additional Skills:

32. Excellent customer interfacing skills.

33. Excellent written and verbal communication skills.
34. Strong attention to detail and outstanding analytical and Problem-solving skills.

Infosys is an equal opportunity employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender or other attribute covered by equal opportunity legislation.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile.  All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.