What are the responsibilities and job description for the ServiceNow - Production Support Lead position at Infosys?
Job Description
Infosys is seeking a ServiceNow - Production Support Lead. This position will interface with key stakeholders and apply your expertise across different stages of the Production Support Life Cycle, including incident management, problem resolution, root cause analysis, and continuous service improvement. You will play an important role in leading and coordinating the resolution of high-priority issues, ensuring system stability, and minimizing business impact. You will also oversee day-to-day support operations, manage service requests, drive automation and process improvements, and ensure adherence to SLAs. In this role, you will lead validation and coordination of fixes across environments, support implementation and transition activities, and provide guidance during critical releases and warranty periods. You will be part of a collaborative culture where teamwork is encouraged, operational excellence is rewarded, and diversity is respected and valued.
Candidate must be located within the commuting distance of Austin, TX or be willing to relocate to this location.
Required Qualifications
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. 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.
Infosys is seeking a ServiceNow - Production Support Lead. This position will interface with key stakeholders and apply your expertise across different stages of the Production Support Life Cycle, including incident management, problem resolution, root cause analysis, and continuous service improvement. You will play an important role in leading and coordinating the resolution of high-priority issues, ensuring system stability, and minimizing business impact. You will also oversee day-to-day support operations, manage service requests, drive automation and process improvements, and ensure adherence to SLAs. In this role, you will lead validation and coordination of fixes across environments, support implementation and transition activities, and provide guidance during critical releases and warranty periods. You will be part of a collaborative culture where teamwork is encouraged, operational excellence is rewarded, and diversity is respected and valued.
Candidate must be located within the commuting distance of Austin, TX or be willing to relocate to this location.
Required Qualifications
- 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 4 years of Information Technology experience
- Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time
- Proven years of experience in Java/J2EE, JavaScript, CSS, Oracle, PL/SQL, Unix.
- Strong experience in supporting ServiceNow Platform.
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Catalogue, CMDB).
- Experience in working on ServiceNow Production support projects
- Familiarity with integration concepts (API, Webservices, REST/SOAP).
- Good to have - ServiceNow Certified System Administrator (CSA) certification.
- Exposure to advanced ServiceNow modules like Discovery, HRSD, and ITOM .
- Experience in ServiceNow upgrades and patching activities.
- Experience and desire to work in a Global delivery environment.
- Ability to work in diverse/multiple team stakeholder environment and client interfacing skills.
- Analytical and communication skills.
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. 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.
