Support Operations Governance Consultant

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, 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.

Job Description 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

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
• Service Now 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
• 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.
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