IT Infrastructure

General Information

Team name: IT Infrastructure

Division: ITS/OE

Specific responsibilities: Solution Designer with a specialization in the Service desk and Workplace technical areas with some exposure to Data Centre and Network. The Solution Designer is capable of building customized solutions for business partners. He/she orchestrates the use/consumption of the IT services and involves Technology Domain Innovation architects on demand for non-standard service requests and projects

Position Level: Contract role

Position Number: 1

Direct Reports: Yes No

Supervisor’s Title: Business Partner Manager

II. Objective of the Job

The responsibility of the Solution Designer is to design business specific solutions, leveraging the standard services provides by the TAF Partner (Infosys). With specialization in various technical areas (Service Desk and Workplace with some exposure to Data Centre and Network), the Solution Designer is capable of building customized solutions for business partners. He/she orchestrates the use/ consumption of the IT services and involves Technology Domain Innovation architects on demand for non-standard service requests and projects

III. Main Accountabilities (principal duties and responsibilities)

Weighting % Principal duties and responsibilities:
30%
- Serve business demands of internal customer by designing business specific solutions based on standard services from TAF Partner platform - Support the Business Partner Manager in consulting internal customer and ITx in technical question regarding existing services out of the service portfolio - Orchestrate the use/consumption of standard services from TAF Partner platform and other IT related services (topics out of scope of TAF Partner) - Supervise implementation process from technical perspective - Ensure integrated solution that satisfies business specific needs - Act as interface to Technology Domain Innovation Architects and Portfolio Management to develop the service catalogue - Setting up service improvement/establishment plans - Providing further inputs to continuous service improvement plans to ensure full-service effectiveness - Keep a track of inventory proper utilization of assets, plan optimization improvement measures

25%

Supporting Business Solutions - Alignment and mediation of conflicts between TAF Partner and other suppliers - Maintain regulation and compliance issues in the local markets - Advising the Infosys TechOps as well as training towards other supplier to run the TAF partner services properly and incident resolution
- Resolving issues, especially related to user management tickets and tickets related to onsite Service desk. - Providing transparency to BPM, CIO on technical activities

25%

20%

Demand Management - Ensuring validity of technical demand - Evaluating options of optimization internal fulfilment of demands - Ensuring the Demand Management process is performed, forecasts generated and shared - Tracking end to end till demand fulfilment

IV. Knowledge, Skills, Experience, and Competencies

Job pre-requisites Skills/Experience/Attributes: - Technical and working experience with the Microsoft Workplace technologies eg Windows 10/11, Office 365 suit etc. - Technical solution design - Project management

Education skills:

- Engineering degree or equivalent
- Good knowledge 6-8 years of experience of IT Infrastructure management
- Awareness of Information Security fundamentals
- Good analytical communication skill

V. Communication

Communication Requirements: - TAF Partner (Infosys) service manager technical teams - Service desk and Workplace team - Data center network team - Business partner manager - Business stakeholders

VI. Engagement
- This is an on-site engagement for 5-days a week. Based on urgency, working on weekends or extended business hours is expected. Prevailing work timings need to be adhered to.
- Cafeteria is available. Charges based on prevailing rates would be deducted on monthly basis.
- Own transport needs to be arranged.