Support Operations Governance Consultant

Infosys•Plano, TX

5d•Onsite

About The Position

The Infosys Data and Analytics (DNA) unit is at the forefront of transforming data into actionable insights, driving business growth and operational efficiency. We specialize in leveraging advanced AI and analytics to create innovative solutions that address complex business challenges. Our team is dedicated to pioneering the future of data-driven decision-making, enabling organizations to unlock new opportunities and achieve sustainable success. Join us to be part of a dynamic team that is revolutionizing the way businesses harness the power of data and AI. At Infosys DNA, you'll have the opportunity to work with cutting-edge technologies, collaborate with industry experts, and contribute to transformative projects that shape the future of business. We are committed to fostering a culture of continuous learning and growth, ensuring that our team members thrive in a dynamic and supportive environment. If you're passionate about AI and eager to make a significant impact, the Infosys DNA unit is the perfect place for you to grow and excel.

Requirements

Stakeholder Communication, Executive Presentations, and Team Leadership
IT Operations, Service Delivery, and Application Support
Management of Global L1.5/L2/L3 Support Teams
Critical Incident, Problem, and Escalation Management
Operational Governance, KPI/SLA/XLA Reporting, and Executive Communications
Cross-functional Collaboration, Conflict Resolution, and Influencing Skills
ServiceNow and ITSM Processes
Program Management and Support Operations Management
Governance, Compliance, Transition, and Knowledge Management
Continuous Service Improvement (CSI) and Customer Success Management
Root Cause Analysis (RCA) and Operational Excellence
Customer-facing Operations with Accountability Management
Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply.

Nice To Haves

Problem Management
Major Incident Management (MIM)
Root Cause Analysis (RCA)
KPI, SLA, and XLA Management
Escalation Management
Continuous Service Improvement (CSI)
Cross-functional Team Leadership
Customer Success and Stakeholder Engagement

Responsibilities

Analyze client business processes to identify optimization opportunities and align them with industry-specific standards and best practices
Facilitate benchmarking studies, working with stakeholders to align solution performance with industry standards and domain-specific insights
Collaborate with technical teams and document system customizations and configurations, drafting standard operating procedures and workflows that align with functional requirements of the relevant sector
Conduct in-depth research on third-party products within the domain, providing comparative analysis of features, costs, and scalability
Coordinate the implementation of solutions addressing issues during setup and integration, and support in developing and maintaining SOPs, to ensure system stability and performance post-implementation