Job Description

Job Description About Infosys – Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four 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 www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next. Short Description – This position will ensure performance and reporting elements are in place and effective, and that management tools are being maintained to support data collection. It is expected that this position will take ownership of issues and work directly with stakeholders and peer groups to ensure business and customer objectives are met. This role also demands strong relationship management within Business and with other stakeholders, support groups and vendors across business. This role also requires a high level of problem solving, communication and influencing skills. The purpose of this position is to maintain, continually improve and perform the Capacity and Availability Management processes, standards, and procedures, in alignment with ITIL best practices for IT Service Management. Responsibility includes to carry all PMSD Configuration Management Transitions. This includes but is not limited to Transition Ins, Transitions outs, Mergers and De-Mergers of clients. CMDBs as well as managing and completing complex requests. The SCA is required to complete 95% of Transitions within KPI to enable other Service Management Functions such as Incident Management, Change Management, Service Request/Delivery as well as enable OB Revenue switch on and Revenue assurance. In essence this role is fully responsible for the Configuration Identification Phase under the ITIL Framework. To ensure that processes are followed correctly, and that performance is measured with a high level of quality and timely delivery. The key purpose is to ensure no incident is caused by capacity constraints that have not already been notified to the customer and that both capacity and availability risks are identified and reported to our clients through the standard risk management process. To apply governance to both process and ensure that the processes are followed correctly in accordance with standards and client obligations for both our Capacity and Availability processes, supporting our ISO20000 certification through accurate record keeping and document management. 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. Location: Sydney/Melbourne Roles and Responsibilities:Assist Reporting Teams with preparation of monthly Availability Reports, by providing input on incidents or problems which may have impacted service availability for the reporting period. Conduct review and ensure Quality Assurance on all Availability reports compiled by Reporting Teams, to ensure accuracy prior to them being provided to the client. Maintain governance documentation for all contractual requirements and ensure all documentation including meeting minutes be stored on the client SharePoint portal. Provide effective management of ITIL based Availability Management processes to ensure successful delivery of services and initiate solutions to improve quality and productivity. Work with the Capacity Management resources to ensure capacity management data and analysis becomes useful information to capture anomalies and enables appropriate action on these anomalies. Liaise with relevant resources to ensure capacity tools are performing to the highest capabilities. Involvement in project handover processes as required to ensure capacity related items outlined as part of the projects are assessed and proactively highlight potential issues or risks. Supports configuration management activities as required to ensure accuracy. Problem solving on capacity management issues, working with vendors and internal support teams when required. Conduct detailed analysis of all availability measures and statistics, including providing formal availability or improvement recommendations to the client and/or internal teams where required. Prepare Availability Plans for the services to ensure the technical can meet future requirements. Perform detailed trend analysis across all areas of Availability, including determining MTBF, MTBSI and MTTR for managed service components. Understand the reliability, maintainability, serviceability and resiliency of the managed service components. Proactively manage Service Level agreements by way of agreed Availability Management reporting Assist in the service design process by helping develop site types that align with agreed SLA standards. Ensure only approved site type designs are deployed into the production environment by reviewing projects to be transitioned to operations. Be the Single Point of Contact for risks that may impact the availability of service. This includes ensuring regular engagement with internal teams where most risks are identified (Design, Projects, Incidents, Operations). Set up of New Clients CMDB 95% within ECD of Projects Tasks Decommissioning of a Clients CMDB 95% within ECD of Projects and or Project Tasks Pre and Post implementation audits of Clients CMDB to 99% Accuracy Participate in obtaining ISO20k and ISO9000 Audits Skills /Competencies: Essential: Tertiary Qualification in IT / Computer Science / related discipline. At least 5 years’ experience in a managed IT services environment, ICT and Telecommunications. ITIL Foundation - V3 Certified or higher Cisco Product Knowledge Knowledge of Service Management Tools Base technical proficiency or sound knowledge of technology. Proven analytical and problem-solving skills Preferred: - Advanced Excel Skills - Intermediate Access Skills - Mature Reporting Skills - Working Knowledge of ISO20k & 9000 - Mature Understanding of ICT (Managed and Hosted Networking i.e. routers, Switches, Firewalls etc, Mobile, Fixed Data and Voice Networks) Products At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment only on Infosys_ta@infosys.com or include your preferred method of communication in email and someone will be in touch. 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.