Technical Trainer - Operations Excellence Lead
Senior Technical Process Lead
Requires Business Travel across the Americas

Job Description: Infosys is seeking a skilled and dedicated Technical Trainer for Service Desk/Technical Support Operations Excellence will be coordinating with multiple Service Desk/ Technical Support engagements to conduct foundation technical training, identify areas to conduct Technical Needs Analysis and periodic workshop requirements on ITIL & Technical Foundation Training on a regular basis for Americas & LATAM regions. The Technical Trainer also focuses on alignment of Service Desk processes and/or practices, conduct requirement gathering from engagements & implements best practices by incorporating ITIL standards with an aim to increase business success and productivity.

• 6 years of overall work experience. 2-3 years of experience in working in Service Desk/Technical Support environment. Relevant experience in conducting Service Desk/Technical Support formal classroom training/ITIL training will be an added advantage.
• 2-3 years of creating curriculum and conducting technical trainings in Service Desk or Technical Product Support environment.
• Experience in Due Diligence exercise with new clients to understand scope, efforts and creating process charter.
• Experience in supporting new transition of engagement with knowledge transfers, process documentations, and building training plans.
• Strong understanding of training and coaching methodology, processes, learning theories and inter-personal/group dynamics to deliver programs effectively.
• Think on one's feet and adapt learning facilitation flow according to the trainees' WINs (Wants, Interests and Needs)
• Ability to translate Service Desk Business requirements into training/coaching action plans.
• Hands on experience in creating Training Manuals, and Knowledge Articles
• Customer Interaction - Escalation Management
• Excellent verbal and written business communication skills in English, Spanish are a must.
• Fluency in Portuguese at a professional business communications level is nice-to -have.

• Participate in regular meetings with various Service Desk engagement SPOC's/COH on a regular basis to gather training requirements (monthly/quarterly/ Ad-hoc basis).
• Prepare training plans based on the requirements, co-ordinate with the learning council & publish details of the workshops on learning calendar.
• Create new courses and update existing courses on training platforms on requirement basis.
• Conduct Due Diligence activities with new clients to understand scope, nature of work and create a project charter.
• Conduct opportunity assessment in engagement and identify ways to improve the operational performance.
• Support with transition of new engagements from a domain standpoint (Process Definition, Knowledge Transfer, etc.)
• Conduct Classroom/Virtual workshops on the following topics for various target audience on a regular basis (monthly/quarterly/ Ad-hoc basis)
• Publish Training completion & status report on the Learning Hub/Lex platform to grant credits for the participants.
• Maintain a repository of training completion status, attendance & scores of individuals for audit purposes.

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 6 years of relevant work experience

• ITIL certified preferred, must be ITIL trained (ITILv3 or v4)
• Hands on experience on ITSM tools - e.g. SNOW, Remedy, CISM
• Advance knowledge of troubleshooting desktop & laptops, printers, Installation & Hardware issues
• Intermediate knowledge of Networking, IP addressing, Proxy Servers & VPN
• Advance knowledge of troubleshooting OS, Browsers, Office suites (incl. Office 365, SharePoint, OneDrive for Business, Outlook, Teams), VPN troubleshooting
• Basic Operating System knowledge (Apple and Windows Vista,7,8, 10), remote management tools (MSRA, MSRDC, LogMeIn, Bomgar etc)
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions, Active Directory & Network Drives
• Knowledge of various mobile devices (Apple, Android, Windows, Microsoft Intune)
• Working knowledge of Application support environment
  
  Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
  
  The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.