ABOUT INFOSYS:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 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.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Location: Sydney, Australia
Salary Range: 108,571- 111,062 AUD (Annual Gross)

SHORT DESCRIPTION:

We are looking for Support Engineer with overall 6+ years of industry experience. The candidate should have extensive work experience in Telecom OSS domain, good understanding of Assurance and/or Fulfillment spaces.

Roles and Responsibilities:

• Lead a team of approximately 10 members in providing L1/L2 support for telecom network applications.
• Provide technical support for complex issues that cannot be resolved by L1 and L2 teams.
• Manage stakeholder relationships and communicate effectively with customers.
• Conduct root cause analysis and develop long-term solutions for recurring problems.
• Collaborate with development teams to address and implement fixes for identified issues.
• Handle major incident management, ensuring timely resolution and effective communication.
• Provide regular weekly and monthly reports on support activities, performance metrics, and improvement initiatives.
• Conduct weekly and monthly status meetings to review team performance and progress on ongoing issues.
• Work in small enhancements.
• Apply in-depth troubleshooting and debugging skills to identify the root cause of customer issues
• Analyze system performance and suggest improvements to enhance product functionality
• Execute API calls and perform advanced diagnostics when needed
• Create and maintain detailed technical documentation, including product manuals and service guides
• Document solutions and contribute to the knowledge base for future reference
• Oversee and support multiple databases, ensuring their optimal performance and availability.
• Implement and drive service improvement initiatives to enhance support processes.
• Perform problem management to identify and address recurring issues.

Mandatory Skills:

• Proven experience in leading a support team of approximately 5+ members and driving service improvement initiatives.
• Strong stakeholder management and customer communication skills.
• Experience in supporting telecom network-related applications, with at least 1-year onsite experience.
• Work closely with development, product, and sales teams to align service processes with customer needs
• Participate in workshops, demos, and IT audits
• Experience in major incident management and problem management.
• Experience with weekly and monthly reporting and running status meetings with customer stakeholders.
• Telecom OSS Domain experience (3+ years).

Additional Skills:

• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and Problem-solving skills.

Infosys is an equal opportunity employer and encourages applications from suitably qualified and eligible candidates regardless of gender or other attribute covered by equal opportunity legislation.
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.

• Lead a team of approximately 10 members in providing L1/L2 support for telecom network applications.
• Provide technical support for complex issues that cannot be resolved by L1 and L2 teams.
• Manage stakeholder relationships and communicate effectively with customers.
• Conduct root cause analysis and develop long-term solutions for recurring problems.
• Collaborate with development teams to address and implement fixes for identified issues.
• Handle major incident management, ensuring timely resolution and effective communication.
• Provide regular weekly and monthly reports on support activities, performance metrics, and improvement initiatives.
• Conduct weekly and monthly status meetings to review team performance and progress on ongoing issues.
• Work in small enhancements.
• Apply in-depth troubleshooting and debugging skills to identify the root cause of customer issues
• Analyze system performance and suggest improvements to enhance product functionality
• Execute API calls and perform advanced diagnostics when needed
• Create and maintain detailed technical documentation, including product manuals and service guides
• Document solutions and contribute to the knowledge base for future reference
• Oversee and support multiple databases, ensuring their optimal performance and availability.
• Implement and drive service improvement initiatives to enhance support processes.
• Perform problem management to identify and address recurring issues