Consultant - Itil Process And Service Management - Johannesburg, South Africa

Consultant - ITIL Process and Service Management - Johannesburg, South Africa

Role: Consultant

Technology: ITIL Process and Service Management

Location: Johannesburg

Business Unit: CISRCL

Compensation: Competitive (including bonus)

Job Description:

Today, the corporate landscape is dynamic and the world ahead is full of possibilities!

None of the amazing things we do at Infosys would be possible without an equally amazing culture, where ideas can flourish and where you are empowered to move forward. At Infosys, we assure that your career will never stand still; we will inspire you to build what's next and navigate further together.

Your Role:

As a Consultant, you will support the consulting team in different phases of the project including problem definition, effort estimation, design, deployment, and participate in unit-level and organizational initiatives to provide high quality and value-adding consulting solutions to customers.

The objective of this role is to ensure strong alignment between regional business requirements and global strategy, customer and stakeholder management, and coordination of regional services.

Responsibilities:

1. Accountable for day-to-day service delivery of incidents, user request resolution, and support activities like monitoring for the region.
2. Oversee the operations for the region.
3. Capture Regional demand for planning and prioritization.
4. Coordinate with Global / Offshore Leads and validate service introductions.
5. Guide and support regional teams to ensure smooth operations.
6. Generate new ideas with onsite and offshore teams to improve overall service.
7. Participate in regional CAB and coordinate changes with extended support.
8. Participate in Critical / Major incident coordination activities for the region.

Required Qualifications:

1. Functional process knowledge: Demonstrates knowledge of processes in at least one functional area.
2. Industry / Domain knowledge: Applies in-depth knowledge of industry principles and best practices.
3. Ability to understand and use advanced solution design methods.

Key Competencies / Skills:

1. Strong in ITIL concepts.
2. Service Management experience, including conducting Monthly service reviews with Business stakeholders.
3. Incident Management, Problem Management, Change Management.
4. Escalation Management and ability to work with senior stakeholders.
5. Expertise in Networking preferred.
6. Excellent communication skills, both written and verbal.
7. Ability to work with teams from various departments and Vendors.

Personal Attributes:

1. High analytical skills.
2. High degree of initiative and flexibility.
3. High customer orientation and quality awareness.

About Infosys:

Infosys is a global leader in next-generation digital services and consulting, enabling clients in 46 countries to navigate their digital transformation.

With over three decades of experience, we expertly steer our clients through their digital journey by enabling the enterprise with an AI-powered core and empowering the business with agile digital solutions.

Our always-on learning agenda drives continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.