CIS - Service Desk Lead / Service Management - Senior PM , Romania
Infosys BPM
3 zile în urmă

Job Description

Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together.

Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role

In the role of Senior Project Manager, you will plan for and ensure quality and timeliness of activities related to design, build and implementation of work product.

You will participate in requirements elicitation, analysis of architecture, create and review design and contribute to activities related to estimation, staffing analysis & solutioning and risk planning.

You will act as a mentor and support the project team in developing optimized high-quality deliverables. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Skill Summary Technical skills (Required - Mandatory) Should have managed small to medium teams delivering / managing IT operations.

Should be hands-on in terms of technology. Should have an understanding of processes and quality aspects

Knowledge of IT asset management, incident / request management, problem management, change / release management, Availability and capacity management.

Incident Management experience Managing incidents including business expectations and communication

Basic User & Security Group Active Directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016 Technical skills (Required - Nice to have) An ITIL qualification is preferable

MCP certification would be desirable Language skills needed German, English People skills

  • Should be a team player
  • Building collaborative partnership by interactive regularly with key influencers within and outside organization.
  • Soft skills

  • Deep experience Customer Handling and stakeholder management.
  • Ability to handle escalations, be a trusted advisor for the customer and work closely with customers in defining solutions
  • Ability to drive Service Improvement programs and drive service quality improvements.
  • Familiarity with working on small proposals, billing and charging topics
  • Understanding of service level management process, related agreements SLA / OLA and workflow steps.
  • Analytical ability
  • Business acumen
  • Knowledge of capacity management process.
  • 1 Technical skills (Required - Mandatory) Skill Level

  • Install and configure application monitoring and analytics tools.
  • Implement the log analytic tools and provide right analytics to customers
  • Proactive problem management - providing solutions to technical and operational issues.
  • Responsible to build and implement security guidelines.
  • Running the service operations in close cooperation with other IT process owners and service owners.
  • Automate regular activities
  • Implement the changes one various environments and support go-live activities.
  • Responsible to auditing incidents, changes and problem requests and providing feedback to team.
  • Responsible for SLAs / KPIs and service quality
  • Prioritizing the team activities and changes.
  • Responsible to bring service improvement ideas and to implement in service
  • Providing technical consultation to customers and service teams on various technologies used in middleware service and integration components.
  • Service definition, scoping and policy formulation : provide inputs to data center in order to design a scalable and robust architecture.
  • Admin model, work-flow, monitoring and reporting framework : provide inputs in order to ensure that service deliverables are met with as defined in the SLA.
  • Technology Resources Hardware, software, data communication, consumables and services : Initiate procurements based on BOM provided by the service teams in order to ensure timely delivery of components or systems.
  • Capacity Management : monitor and review capacity metrics and present to location manager in order to ensure services are delivered within the defined thresholds set in the capacity management plan
  • Service management plan : implement the plan in the DC in compliance with the guidelines in order to ensure that the required service management processes are implemented as per scope of service.
  • Service level management and service reporting : monitor and report on IT services SLAs in order to maintain and improve service quality.
  • Review DC support and operations effectively in order to achieve service level compliance.

  • Supplier management : Review performance with vendor managers and DC and present to location manager in order to ensure vendor meets compliance levels.
  • User communication and updates : Communicate IT service policies and processes, service availability, service reporting.
  • Configuration management : Maintain accurate configuration information in order to ensure the data accuracy of IT services components and related infrastructure in the location.
  • Personal

    Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include :

  • High analytical skills
  • A high degree of initiative and flexibility
  • High customer orientation
  • High quality awareness
  • Excellent verbal and written communication skills
  • About Infosys

    Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation.

    With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through the many next of 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 to see how Infosys can help your enterprise navigate your next.

    All aspects of employment at Infosys are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees.

    Infosys is proud to be an equal opportunity employer


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    Technology Converged Infrastructure Oracle Engineered Systems

    IL Romania

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