Role: IT Operations-Program Lead
Location: Zurich, Switzerland
Type or Vacancy: Full Time-Permanent

Purpose of the Role:
Taking bottom-line responsibility of the IT Operations including stringent SLAs for a complex IT landscape and ensure zero business disruption. Prepare and execute operational, transitional plans, review and Monitor team metrics and communicate report to concerned stakeholders with an objective to ensure zero business disruption.

Roles and Responsibilities:

• Creates IT Incident Management Plan, define the communication strategy and ensures effective communication to Infosys and client stakeholders, schedules, monitors, reviews and takes bottom-line responsibility for end-to-end Support Operations for Service and Incidents, to ensure service support.
• Resolves / escalates critical issues / incidents, communicates and provides regular updates to stakeholders, escalate alerts / tickets / related issues to the next level if required to get faster / further assistance for resolving the issue.
• Gather and analyze data from incidents and service requests and conduct trend analysis to refer issues to Problem Management
• Conduct studies and evaluations and based on this, design systems and procedures to assist management in operating more efficiently and effectively
• Performs basic analysis post releases and does Proactive Release Planning and preparation and submission of manual Release report, to fulfill the tasks as per process, provide guidance to service desk executives in running the scripts as per process.
• Provide support for Major incidents by maintaining a contact list of support staff for incident occurrence and resolution; Gather and organize information on problems or procedures.
• Conduct regular process reports and provide management with information regarding data gathered therein
• Tracks all the incidents / Service Requests for SLA Compliance, continuously monitors the SLA adherence level, customer reporting about SLA adherence metrics, and identifies Service Improvement opportunities, to track and control the SLA compliance and aid in Customer reporting.
• Schedule, monitor, review and control the production support team so as to meet the agreed upon SLAs to successfully execute the IT Operations for the client
• Communicates Reports to the relevant audience, reports on Utilization, and creates Training / Transition Plan for IT Incident Management, validates correctness and timeliness of all reports, to ensure in time visibility of latest and correct status to all stake holders.
• Review Incident management process and identify improvement opportunities through Process Improvement Plans.
• Reviews capturing of necessary measures (number of tickets, effort, schedule etc.), validate accuracy and reports health of the support periodically based on the goals set at Function / unit / organization level to govern process institutionalization.
• Support in documenting applicable quality processes required for IT Operations; time to time validate it with client organization process. Co-ordinate with team on data capturing, validating and generating reports. Generate MSR, review with PM, actionizes corrective measures as part of Defect Prevention activities to ensure compliance on quality processes and ensure quality adherence.

• 15+ years of IT Experience in application development, maintenance and support.
• Strong experience in Technical Support, Operations for the large complex client engagements
• Experience in setting up, maintaining and providing oversight on all the Services, including monitoring, health checks, troubleshoot, SLA, KPI, escalation and procedures.
• Ability to drive various service improvements, critical incident closure, communicate to multiple stakeholders and ability to manage high incident work flows within defined SLAs
• Ability to lead large distributed teams and build and maintain long term relationships with client stakeholders

• Domain knowledge of Online, OSS, BSS

• High analytical skills
• A high degree of initiative and flexibility
• High customer orientation
• High quality awareness
• Excellent verbal and written communication skills