Senior Systems Engineer

• Real-time Technical Assistance: Provide real-time technical support for common technical issues account access and basic troubleshooting to end users across devices.
• Incident Management: Accurately capture categorize and log incidents within the ServiceNow ticketing system ensuring compliance with agreed service level targets.
• Escalation Protocols: Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts knowledge base articles and quality standards.
• Knowledge Contribution: Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.
• Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.
• Procedures Manual: Develop and appropriately update and maintain a Procedures Manual subject to clients approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

• Primary responsibilities	Key attributes/skills	Scope & autonomy
  Provide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.	Deep process knowledge; coaching skills; documentation and KB authoring proficiency.	Guides team; approves justified deviations from scripts; recommends SOP updates.

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.

EEO
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.