Job details

Work Location

New York, NY

State / Region / Province

New York

Country

USA

Salary min

131432

Salary max

158386

Domain

Global Markets

Interest Group

Infosys Limited

Skills

Process|Program Management|Large Deal Program Management process

Company

ITL USA

Requisition ID

134466BR

Job description

Infosys is seeking a highly motivated and experienced Infrastructure Program Manager to join our IT support team responsible for managing client relationships, ensuring the successful delivery of IT support services, and driving continuous improvement in service delivery.

Required Qualification:Candidate must be located within commuting distance of New York, NY or be willing to relocate to these areas. This position may require travel in the US.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 13 years of Information Technology experience.At least 10 years of experience in program management.At least 6 years of experience in managing production support programs Technical Skills: Strong technical knowledge of IT support services, including hardware, software, networking, and security.Project Management: Proven experience in managing IT support projects, with a track record of successful project delivery.Customer Focus: A customer-centric approach with a strong commitment to client satisfaction.Client Relationship Management: Build and maintain strong relationships with clients, acting as the primary point of contact for all IT support-related mattersCommunication: Effective and assertive communicator who could interact with xVPs, Director/Sr. Director and above on a regular basis. Ability to drive triage calls/question teams based on the observability & Corelating it from various dashboardsService Delivery: Oversee the delivery of IT support services, ensuring that all client needs are met in a timely and efficient mannerProject Management: Coordinate and manage IT support projects, including planning, execution, and monitoring to ensure successful completionContinuous Improvement: Identify opportunities for process improvements and implement best practices to enhance service deliveryTeam Collaboration: Work closely with internal teams, including technical support, sales, and account management, to ensure seamless service delivery. Work effectively with cross-functional teams.Reporting: Prepare and present regular reports on service delivery performance, client satisfaction, and project status to senior managementManage third party resources/vendors for project activities and ongoing system supportBuild strong partnerships with business clients on initiatives and maintain a high level of customer satisfaction based on defined business goalsAdaptability: Flexibility to handle changing priorities and technologiesDefines the execution approach for program implementation and is held accountable for the quality of the service / solutions.End User Computing (EUC) ArchitectureDeep understanding of EUC environments: desktops, laptops, VDI (e.g., Citrix), and mobile device ecosystemsFamiliarity with endpoint management platforms (e.g., SCCM)Device Lifecycle ManagementOversight of procurement, imaging, deployment, maintenance, and decommissioningExperience with automation tools for device provisioning and patchingOperating Systems & Software EcosystemWindows 10/11Enterprise software deployment and license managementApplication packaging and distribution IT Service Management (ITSM)Expertise in ITIL framework (especially Incident, Problem, Change, and Asset Management)Familiarity with tools like ServiceNow and Jira Service ManagementSecurity & ComplianceEndpoint protection, encryption (BitLocker/FileVault)Compliance with security standards Monitoring & AnalyticsUse of telemetry and analytics toolsKPI/SLAs for support performance (e.g., MTTR, FCR, CSAT)Project & Program ManagementLeading large-scale EUC transformation projects (e.g., Windows migrations, MDM rollouts)Budgeting, vendor management, and stakeholder communicationAgile/Waterfall methodologies and tools like MS Project, or JiraUser Experience (UX) FocusChampioning digital employee experience (DEX) improvementsDriving initiatives like self-service portals, knowledge bases, and proactive support
Preferred Qualifications:Experience in Financial Services domain Familiar with latest trends in industry from technology and domain standpointStrong business process/system analytical skills Ability to work with business users to transform and develop requirements into design, implementation. Flexibility to work in 24 X 7 environment.Experience and desire to work in a Global delivery environment. Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:-Medical/Dental/Vision/Life InsuranceLong-term/Short-term DisabilityHealth and Dependent Care Reimbursement AccountsInsurance (Accident, Critical Illness , Hospital Indemnity, Legal)401(k) plan and contributions dependent on salary levelPaid holidays plus Paid Time OffThe 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.
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four 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.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.