IT Ops Success Manager

7 days ago

Bengaluru Hyderabad Pune, India Infosys Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role Summary:

The ITOps Success Manager plays a pivotal role in driving the success of Infosys AI Ops Platform across top-priority client accounts. This role serves as the strategic bridge between client objectives and operational execution to ensure IT Operations initiatives deliver tangible business outcomes. The ideal candidate combines deep technical acumen with stakeholder engagement skills to lead high-impact transformations.

Key Responsibilities:

  • Collaborate with Account Teams to identify high-impact IT Ops use cases that align with client business goals.
  • Ensure use cases are tied to measurable ITSM and business outcomes such as cost reduction, resiliency, and experience improvement.
  • Define realistic, relevant, and outcome-driven IT Ops metrics including baseline, quarterly, and annual targets.
  • Document use cases with sufficient technical and business context to drive implementation with clarity on scope, success criteria, and dependencies.
  • Track progress against lead indicators (e.g., ticket volume reduction, MTTR) and outcome metrics (e.g., NPS, system availability).
  • Maintain an Operations Dashboard to visualize performance across accounts.
  • Prepare and present concise, data-backed success reports to Infosys and client leadership.

Mandatory Skills :

Strong understanding of ITIL processes and service management best practices.

  • Proficiency in AI-driven automation and scripting within ITSM environments.
  • Hands-on experience with AI Ops (Predictive analytics, anomaly detection, self-healing systems), Conversational AI (Chatbots, GenAI Assistants), and Observability Tools (APM, Infra Monitoring)
  • Excellent communication and stakeholder engagement skills.

Good to have Skills:

  • ITOM Platforms: ServiceNow ITOM, BMC Helix
  • Observability: DataDog, Dynatrace, ElasticSearch, Grafana, LogicMonitor, Splunk ITSI
  • Automation: UIPath, Automation Anywhere
  • AI-Driven Ops: BigPanda, GenAI Assistants, Autonomous Agents

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