Job Description

Job Description About Us 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. EOE disability/veteran ********************************* * SKILL SETS EXP LEVELS SECTION * ********************************* MANDATORY TECHNOLOGIES ---------------------- - Project Management experience in Information Technology field. - Ticketing systems such as Sales Force, Jira, Service Now - Project management software such as MS Project - Office suite such as MS Office, Google Docs, etc. Desirable: - Good understanding and experience in Database development and support. - Good Understanding in Algorithms & Data Structures. - Should have understanding of System Design / scaling. - Should have experience in testing Applications. - Should have basic understanding of Networking Protocols and trouble shooting. - Basic understanding of Object Oriented Programming. - Basic understanding of RESTFUL Services. - Knowledge of applications deployed in a cloud platform. MAIN EXPERIENCE REQUIRED ------------------------ - Degree in IT / Computer Science / related discipline with 10+ years of experience in IT industry. - 6+ years of experience managing teams. - Experience in enterprise level Product Support. MANDATORY SKILLS / REQUIREMENTS ------------------------------- - Excellent customer interfacing skills. - Excellent written and verbal communication skills in English. - Strong attention to detail and outstanding analytical and problem-solving skills. - Strong presentation skills. - Excellent mentoring and motivating skill to drive team for high performance. - Experience in preparing status report and communicating to internal and client stake holders. - Experience in conducting performance review with individual member of the team and action plan. - Experience in driving innovation and productivity improvement for the team. HIRING TYPE ----------- - Employee DESIRED SKILLS, TECHNOLOGIES AND EXPERIENCE ------------------------------------------- - PMP certification is preferred - MBA degree is preferred - Any cloud certification such as AWS, GCP, Azure is preferred. ******************* * REMARKS SECTION * ******************* PROJECT ACTIVITIES AND RESPONSIBILITIES --------------------------------------- - Own and monitor the performance and calibration on team members. - Frequent 1:1s with team members to solicit feedback on process inefficiencies or team-related issues. - Deliver performance reviews to team members. - Own and create performance improvement plans. - Communicate vision and strategic vision changes. - Track case handling and time management. - Review and improve case handling flow. - Create, implement, and follow up on individual, team, and site wide action plans and communicate the initiatives and results with the client. - Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team productivity -- and share the initiatives and results with the client. - Manage the performance and career development of the technical support team. - Manage responsive relationship with the client to build productive, retention-oriented team culture. - Report weekly according to the KPI performance code calls. - Own, prepare content, and present reporting for WBR/MBR/QBR. - Handle all agent scheduling.