Support Operations Governance Consultant

In the assigned Job Role of Domain Consultant 2 your Area Of Responsibility will be as below:

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

Your contribution to the team:

A collaborative spirit and excellent communication skills.
Strong analytical and coordination skills with a focus on process optimization
A knack for creating detailed process maps and technical documentation with domain specialization
Proactive approach to in conducting benchmarking studies and product research
Familiarity with system implementation configuration and maintenance
Effective collaboration and communication abilities with cross-functional teams

Overview
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 youll 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 youre passionate about AI and eager to make a significant impact the Infosys DNA unit is the perfect place for you to grow and excel.

Required Skill and Experience
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

Preferred Skill and Experience
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

Additional Required Qualifications
Bachelors 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.
This position may require relocation and/or travel to work/project location.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Benefits

Along with competitive pay as a full-time Infosys employee you are also eligible for the following benefits:

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident Critical Illness Hospital Indemnity Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

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.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.