An Operations Manager is fully responsible for managing operation(s) for Infosys Client(s) and ensures smooth everyday operation of the whole Client/Infosys engagement. In-Depth understanding of Service Desk operations. Good understanding of ITIL framework and processes. Focus on continuous service improvement, customer experience and Service Delivery Manages the day-to-day operation to ensure the team is achieving the client and internal goals and objective Problem-solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently Ensures that contractual requirement for the engagement is met. Effectively Manages expansion of the engagement Analyzes the trends and plans accordingly, take proactive measures/actions to fix Risks before they issues Ensures seamless communication and interaction with all internal & external stakeholders including the client. Acts as a contact and escalation point for all operational complaints and escalations Ensures that the team is staffed in accordance with the relevant contractual documentation and operational requirements Manage the whole operation with respect to people related matters, on the engagement level is responsible for the retention and job satisfaction In cooperation with other functions ensures timely billing and engagement budget management as well as appropriate infrastructure for the smooth functioning of the engagement. Represents Infosys and the engagement during meetings with existing and potential clients. Is responsible for team member's satisfaction, including welfare events and teambuilding s. Employee shall deal with sensitive/financial information of a client/internal Infosys processes Work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. Any Graduate with a minimum of 7-8 years of experience 5 years of relevant work experience in managing complex service desk engagement and client interactions Strong English Speaking and Written Skills Previous exposure to the multicultural working environment is an advantage Good people management and customer handling skills Analytical skills,
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 45 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 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.