Principal Consultant - Solution Design

Infosys Limited; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Infosys Limited in Bengaluru seeks a Principal Consultant - Solution Design to lead transition planning for service desk and contact centre operations. The role focuses on capturing As-Is and To-Be processes, analyzing ticket volumes, and ensuring documentation and knowledge transfer aligned to the target operating model.

You will drive due diligence, process understanding, SLA/KPI analysis, risk management, and training, coordinating with client SMEs and stakeholders to sign off on PD artifacts

Qualifications

• 12–16 years of experience in process design or service desk/contact centre programs.
• MBA or equivalent management qualification.
• Ability to capture AS-IS and TO-BE processes and document PD artifacts.

Responsibilities

• Lead transition planning for service desk/Contact Centre processes.
• Capture AS-IS and TO-BE process definitions and align with target operating model.
• Analyze ticket volumes, deviations, and performance against SLAs/KPIs.
• Document detailed PD and manage knowledge transfer planning.
• Assess risks, dependencies, and escalation procedures, with mitigation plans.
• Collaborate on tools/process improvements and training initiatives.
• Draft and secure signoffs from stakeholders on PD documentation.

Skills

Process Definition

Documentation

SLA/KPI Analysis

CSAT Analysis

Knowledge Management

Training & Skill Assessment

Education

MBA

Job description

Job ID/Reference Code PROGEN-EXTERNAL-255576

Work Experience 12 - 16 Years

Job Title Principal Consultant - Solution Design

Educational Requirements

MBA

Service Line

BPO Service Line

Responsibilities

Principal Consultant Solution DesignSubsidary movement/Entity transferPUCODE - BCXSDJD ,Job Description: Process Definition (PD) Consultant

Job Summary

The Process Definition Consultant plays a pivotal role in ensuring a seamless transition of service desk/contact centre operations. This role focuses on capturing current (As-Is) and future (To-Be) service desk and/or Contact Centre processes, analyzing ticket volumes and patterns, identifying deviations from solution design, and ensuring comprehensive documentation and knowledge transfer planning tailored to service desk/contact centre functions.

Due Diligence & Transition Planning

• Conduct kick-off meetings to set context and expectations with client SMEs.
• Gather and validate volumetric data, effort assumptions, and historical ticket information.
• Assess current support structures, call arrival patterns, and user distribution.

Process Understanding & Documentation

• Review existing process documents and service handbooks.
• Define and document To-Be service desk/Contact Centre processes aligned with the target operating model and solution design.
• Understand in-scope activities across locations and evaluate SLA/KPI metrics.
• Document detailed Contact Centre, L1 activities and product support processes.

SLA/KPI Analysis

• Evaluate historic SLA performance and reporting mechanisms.
• Understand SLA calculation methods and handling times across channels.
• Compare client expectations with Infosys capabilities and assumptions.

Knowledge Management & CSAT

• Analyze CSAT survey mechanisms and DSAT verbatim feedback.
• Review KM tools and processes for knowledge capture and dissemination.
• Explore quality management processes and their impact on customer satisfaction.

Risk & Dependency Management

• Identify and document solution dependencies, risks, and mitigation strategies.
• Review escalation processes and ticket handoff procedures.
• Assess SLA ownership for overlapping tickets and BCP protocols.

Tool & Process Improvement

• Gather information on tools used by Service Desk/Contact Centre Resources.
• Evaluate existing process improvement initiatives and their applicability.
• Collaborate on extending successful initiatives to Infosys operations.

Training & Skill Assessment

• Understand training processes and review training collaterals.
• Assess skill requirements against Infosys assumptions.
• Review training timelines and process maps for completeness and accuracy.

Documentation & Signoffs

• Draft and submit PD documentation for stakeholder review.
• Incorporate feedback and finalize documentation.
• Ensure signoffs from all relevant stakeholders.