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. Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability. Primary Skills: Experience in effective and efficient day to day operation in Production support projects with adherence to Request, Incident, Problem and Change Management processes and procedures within timeframes set by severity levels engaging various stakeholders as required, Proficiency in ITSM tools. Additional Skills: Knowledge in Logs Injection, Parsing, Normalization, Regular Expression, Python etc. Experience in any SIEM/SOAR tool (Chronicle, Siemplify, MS Sentinel, Qradar, Splunk etc. ). Also knowledge in LINUX, WINDOWS, Fundamental Understanding of Cloud Technologies such as GCP. Relevant Experience: Overall 11 to 13 yrs. with minimum 3 years’ experience in Project Management handling production support projects. Job description: - Manage day to day operations and make sure services delivered within defined SLAs. - Maintain response and resolution speed as defined by SLOs, keep high customer satisfaction - Drive all key metrics, manage contractual compliance for the key metrics, deep drive on the metrics in case it is not meeting - Ensuring regular service reviews take place, reporting and escalations are dealt with in a timely and appropriate manner - Prepare various reports – WBR, MBR, QBR etc. - Allocation of tickets, monitoring of cases on real time - Backlog management - Manage utilization and drive production - Business insights preparation - Performing deep drive of the customer complaints - Driving governance on the floor - Manage daily floor attendance, leaves, shrinkages, - Manage attrition, - Conduct 1:1s, provide daily feedback/coaching, manage employee performance data - Collaborate with customer Managers and present various reports – WBR, MBR, QBR etc.. - Raises and tracks problems, issues and conflicts, resolves issues and escalates to appropriate level where required Behavioral Skills:- Excellent leadership, interpersonal and communication skills. - Ability to prioritize multiple tasks and meet frequent deadlines. - Excellent cross-cultural skills working seamlessly with a globally distributed workforce and customers. - Strong attention to detail and outstanding analytical and problem-solving skills. - Technical understanding of different kinds of security controls in IT infrastructure. - Ready to work in 24X7 shifts