Infosys is looking for a skilled Support Engineer with 6+ years of experience, particularly in Telecom OSS domain, to lead a dynamic team in providing Level 1/Level 2 support for telecom network applications. This position involves technical leadership, stakeholder management, major incident management, and process improvements. The successful candidate will provide expertise in application and database support, troubleshoot complex issues, and lead a team to ensure the optimal performance of telecom systems.

Roles and Responsibilities

• Lead and manage a team of 5+ members, overseeing the support of telecom network applications.
• Provide guidance and mentorship to team members, ensuring effective service delivery and customer satisfaction.
• Cultivate strong relationships with clients, ensuring effective communication and alignment with customer needs.
• Conduct weekly and monthly meetings to discuss team performance, project status, and ongoing issues.
• Lead major incident management processes to ensure timely resolution of issues.
• Drive problem management initiatives to identify recurring issues and implement effective solutions.
• Oversee and support various applications (e.g., DNS, DHCP, WebMail), with a focus on troubleshooting and improving their performance.
• Ensure the optimal performance and availability of multiple databases.
• Identify opportunities for service improvement and implement initiatives to enhance support processes.
• Regularly provide weekly and monthly reports on support activities, key performance indicators (KPIs), and improvement actions.
• Manage and monitor the on-call support rota, ensuring 24/7 coverage and rapid response to urgent issues.

Mandatory Skills

1. Leadership Experience. Proven experience leading a support team of 5+ members and driving service improvement initiatives.
2. Telecom Domain. Minimum of 3 years of experience working in the Telecom OSS domain, with a focus on Assurance or Fulfillment.
3. Incident Management. Experience managing major incidents, troubleshooting issues, and driving problem management processes.
4. Application and Database Support. Strong proficiency in supporting telecom network-related applications and databases.
5. Stakeholder Management. Excellent communication skills with experience in providing status reports and conducting customer meetings.

Preferred Skills

1. Python Development. Experience in Python development and scripting for automation and issue resolution.
2. PL/SQL and Shell Scripting. Hands-on experience with PL/SQL, UNIX Shell scripting, and tools like Git and Jenkins.
3. Cloud Technologies. Knowledge of cloud technologies and their integration with telecom applications.

Additional Skills

• Excellent customer interfacing skills and ability to manage client relationships effectively.
• Strong written and verbal communication skills.
• Exceptional attention to detail and a proven ability to troubleshoot and solve complex problems.

Why Infosys?

1. Global Exposure. Work with clients across diverse industries and geographies, gaining valuable global experience.
2. Career Development. Infosys offers extensive learning opportunities and the chance to build new skills to advance your career.
3. Inclusive Work Environment. We are committed to fostering diversity, inclusion, and innovation in the workplace, ensuring all voices are heard.
4. Employee Wellbeing. We offer a competitive salary and benefits, with a focus on work-life balance.

Equal Opportunity Employer

Infosys is an equal opportunity employer, encouraging applications from candidates regardless of gender or other protected attributes. We are dedicated to creating an inclusive environment where everyone feels respected and valued.

If you need any adjustments to the recruitment process due to a disability, illness, or injury, please reach out to our Recruitment team at [email protected].

Apply Now

If you are a highly skilled Support Engineer with strong telecom domain expertise and leadership capabilities, we invite you to apply and join the Infosys team in Sydney.