Senior Associate Consultant

Infosys; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Infosys is seeking an IT Service Management professional in Hyderabad to design and implement ITIL-aligned ITSM processes. The role leads incident, problem, change, and release management while shaping service architecture and governance frameworks.

You will monitor SLAs/OLAs and drive continual service improvement with collaboration across business and technology teams. ServiceNow expertise and strong audits readiness are valued.

Qualifications

• MCA, MTech, BE or BTech are acceptable educational backgrounds.
• Strong understanding of ITIL and ITSM practices is preferred.
• ServiceNow familiarity is a plus for this role.

Responsibilities

• Design and implement IT Service Management processes aligned with ITIL best practices.
• Define service architecture, governance frameworks, and operational standards.
• Lead Incident, Problem, Change, and Release Management processes.
• Establish and monitor SLAs, OLAs, KPIs, and service performance metrics.
• Drive continual service improvement initiatives across IT operations.
• Collaborate with business and technology teams to align services with organizational objectives.
• Conduct process assessments, audits, and compliance reviews.
• Provide guidance on service transition, service design, and operational readiness.
• Support ServiceNow/ITSM tool implementation and optimization.
• Prepare executive dashboards, reports, and service review presentations.

Skills

Cloud Infrastructure Services

Education

MCA

MTech

Bachelor of Engineering

BTech

Job description

Roles Responsibilities

• Design and implement IT Service Management processes aligned with ITIL best practices.
• Define service architecture, governance frameworks, and operational standards.
• Lead Incident, Problem, Change, and Release Management processes.
• Establish and monitor SLAs, OLAs, KPIs, and service performance metrics.
• Drive continual service improvement initiatives across IT operations.
• Collaborate with business and technology teams to align services with organizational objectives.
• Conduct process assessments, audits, and compliance reviews.
• Provide guidance on service transition, service design, and operational readiness.
• Support ServiceNow/ITSM tool implementation and optimization.
• Prepare executive dashboards, reports, and service review presentations.

Technical Requirement

• Technology->Architecture->Architecture - ITIL

Educational Requirement

• MCA
• MTech
• Bachelor of Engineering
• BTech

Preferred Skills Service Line

• Cloud Infrastructure Services