Regional Service Lead - LATAM

Infosys BPM Philippines; São Paulo; Híbrido; BRL 300 000 - 520 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Transport vouchers

Meal vouchers

Childcare assistance

Life insurance

Funeral assistance

Medical and dental insurance

Resumo da oferta

Infosys Brazil is looking for a Regional Service Lead - LATAM to oversee day-to-day service delivery, incident resolution, and regional operations across multiple time zones. You will ensure effective governance and alignment with global strategies.

You will collaborate with global and offshore leads, capture regional demand, coordinate service introductions, and drive continuous improvement with onsite and offshore teams. Strong ITIL knowledge and leadership are required.

Qualificações

• ITIL-based service delivery experience.
• Experience leading regional teams and coordinating with global/offshore leads.
• Strong stakeholder management and communication skills.

Responsabilidades

• Accountable for day-to-day service delivery for the LATAM region.
• Oversee regional operations and monitor incidents and user requests.
• Capture regional demand for planning and prioritization.
• Coordinate regional service introductions with global/offshore leads.
• Guide regional teams to smooth operations and drive improvements.
• Participate in regional CAB and change coordination.
• Lead monthly service reviews with business stakeholders.
• Handle incident, problem, and change management and escalations.
• Engage with vendors and cross-department teams.

Conhecimentos

ITIL expertise

Incident management

Problem management

Change management

Stakeholder mgmt

Service delivery

Vendor coordination

Networking knowledge

Communication skills

Ferramentas

SCCM

Intune

Autopilot

Descrição da oferta de emprego

Others (Please specify in the Requisition notes)

Domain

Delivery

Interest Group

Company

INFOSYS TECNOLOGIA DO BR

Requisition ID

153978BR

Infosys Brazil is looking for professionals with the profile of Regional Service Lead - LATAM to join our team

Main activities and responsibilities:

• Accountable for day-to-day service delivery of incidents, user request resolution and support activities like monitoring for the region. Oversee the operations for the region
• Captures Regional demand for planning and prioritizing
• Local Service Introductions – Coordinate with Global/ Offshore Leads and validate service introductions to ensure alignment with strategic programs
• Guide and handhold regional teams to ensure smooth operations
• Responsible for generating new ideas along with the onsite and offshore team to improve the overall service
• Participate in regional CAB and coordinate the change with extended support
• Participate in Critical / Major incident coordination activities for the region
• Strong in ITIL concepts
• Service Management experience with experience conducting Monthly service reviews with Business stake holders
• Incident Management, Problem Management, Change Management
• Escalation Management and Ability to work with senior stake holders
• Expertise in Networking preferred
• Able to drive the quality and innovation initiatives
• Ability to work with teams from various departments and Vendors
• Excellent written and verbal communication skills
• Business relationship improvement

Additional Skills:

• Application Management or experience in ERP systems
• Knowledge of managing Security Vulnerabilities, Phishing etc.,
• Knowledge on SCCM, Intune, Autopilot
• Strong attention to detail and outstanding analytical and Problem-solving skills.

Required Qualifications:

• The Regional Lead is accountable for effective planning, management and successful delivery of assigned projects and programs in the given region. The objective of this role is to ensure strong alignment between the regional business requirements and global strategy, customer and stakeholder management and coordination of regional services.

Additional information:

Type of work: CLT, Flexible hours.

• Benefits package: Transport vouchers, meal vouchers, childcare assistance, life insurance, funeral assistance, medical and dental insurance.
• Career: Global work on national and international clients and/or projects, possibility of international career movement.

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.