Job Description:
- Drive RFI and RFP stage solution for IT Operations services transformation for large deals leveraging AI GenAI and the reimagined services
- Work closely with CSG customers Large Deals team and AI Solution Leads and other Infosys CoEs to create transformative solutions to deliver efficiency and productivity improvement
- Identify best fit solutions leveraging Infosys IP and 3rd party solutions and ensure client alignment with the solution and dependencies and own up overall productivity improvements
- Account Service Transformation
- During execution drive implementation of the transformation solution including working with CSG and client counterparts for necessary approvals
- Work with Infosys CoEs to bring the best in class capability to support the account team in implementing the solutions
Key Responsibilities:
- Develop comprehensive service transformation solution for the program and own the outcome committed in deals during RFP stage
- Work with Account Service Line teams for ticket analysis use case identification
- Own tools rationalization traditional automation and process related PI improvement solutions
- Create solution documents presentations Orals deck identify benefits
- Create overall transformation roadmap timelines
- Participate in customer discussions and Orals presentations as IT Ops SME and Service Transformation Lead
- Collaborate with COEs AI Solution Leads and Platform teams on solution development and demo setup for client meetings
- Conduct detailed workshops with customers and account leads to identify opportunities for Service Transformation in existing engagements and create roadmaps
- Provide estimates for overall service transformation and commit on PI outcomes
- During contracting and negotiation process ensure that all necessary assumptions and terms to enable the service transformation is included in MSA and SoWs
- Transition to execution role post deal wins to plan track measure and report against committed improvements
Technical Requirements:
- Excellent hands on knowledge of IT Operations AMS or Infra Ops ITIL processes ITSM ServiceNow JIRA and Observability Tools Dynatrace AppDynamics Datadog Splunk etc
- Experience in bringing productivity improvements in managed services engagements
- Structured problem solving program management and consulting skill sets
- Technical awareness on GenAI Agentic AI Data Science and software development methodologies
- Experience in bringing Service Transformation and productivity improvements in managed services operations
- Collaboration and teamwork to work with client teams account team and Infosys CoEs to deliver committed outcomes
- Good verbal written communication skills presentation skills
Additional Responsibilities:
- Account Service Transformation
- Develop comprehensive service transformation strategy for the program including scope timelines budgets and resource allocation for implementing the same project charter
- Align the strategy and plan with delivery team client team and Infosys COEs
- Collaborate with internal and external stakeholders to design and implement solutions ensuring alignment with business goals and transformation objectives
- Provide regular updates and reports to stakeholders on transformation status milestones and potential risks
- Implement and maintain quality assurance processes to ensure the delivery of high quality AI and software solutions
- Conduct regular reviews and assessments to measure performance of service transformation outcomes against agreed KPIs
Preferred Skills:
Technology->AI-Generative AI->Generative AI - Basic,Foundational->Infra-Process->Infra-Process-Others,Technology->Infra_ToolAdministration-ITSM->HP Service Manager->ITSM,Technology->AI-Data science->Data Science - Basic
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