About Infosys:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three 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.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
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About Your Team
"Global Service Management" provides in-depth technical support for all business units globally to
troubleshoot and resolve software Incidents and requests, as well as monitor and support IT projects from
initiation to completion.
Your Role
"Incident Technician Team Lead/Manager- IT operations" - Responsible for work allocation & queue management along with leading the teams & managing escalations in a tier 2 team along with proactively identify and communicate trends and significant problems cross-functionally.
Your Key Responsibilities
- Manage Incident Technician queues.
- Manage escalations from team members.
- Ability to manage & lead the team.
- Excellent communication, interpersonal and customer care skills.
- Ability to work under pressure and on tight timescales.
- Experience using help desk call management system.
- Technical grasp of a wide range of applications both in house and 3rd party applications.
- ITIL foundation understanding
Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment only on Infosys_ta@infosys.com or include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.