Major Incident Manager

Infosys is looking for a Major Incident Manager with experience in roles relevant to incident management, technical leadership, or business operations, tasked with coordinating major incident calls on bridges with executive management and customer presence.

Required Qualifications:

• Candidate must be located within commuting distance of Provo, UT, or be willing to relocate to the area. This position may require travel in the US
• 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
• Required Skills/Tools for success for Major Incident Manager:
• Networking Knowledge: Familiarity with key networking concepts like firewalls, load balancers, and routing.
• Server/Infrastructure Understanding: Knowledge of operating systems, virtualization, and cloud services.
• Development Acumen: Awareness of application architectures, including APIs, databases, and code deployment processes.
• Business Acumen: Knowledge of business operations, processes, and their reliance on IT services.
• Time Management: Able to prioritize multiple tasks effectively during incidents.
• Collaborative Spirit: Skilled in fostering teamwork among diverse technical and business groups.
• Conflict Resolution: Expertise in mediating conflicting perspectives to focus on resolution.
• Tool Familiarity: Proficient with incident management platforms like ServiceNow, Jira, or similar tools.
• Continuous Improvement Focus: Committed to post-incident reviews and implementing lessons learned to improve processes.
• All applicants authorized to work in the United States are encouraged to apply

Preferred Qualifications:

• Strong Communication Skills: Ability to articulate complex issues clearly and concisely to technical teams, executives, and customers.
• Confidence in managing high-pressure discussions with diverse stakeholders.
• Analytical Mindset: Capable of quickly grasping business functions and mapping them to the underlying technology stack.
• Skilled in troubleshooting by connecting symptoms to potential root causes.
• Adaptability and Quick Learning: Able to rapidly learn the business function, technical landscape, and dependencies.
• Open to understanding both technical and business perspectives to bridge communication gaps.
• Leadership and Decision-Making: Proactive in taking ownership of the incident call and guiding the discussion.
• Skilled at making informed decisions and escalating appropriately when necessary.
• Empathy and Emotional Intelligence:
• Strong interpersonal skills for managing stressed stakeholders and team members.
• Demonstrates a calming presence during escalations to maintain focus and productivity.
• Problem-Solving Skills: Ability to dissect complex infrastructure and application interactions to identify issues.
• Experienced in scenario planning to anticipate potential incident impacts and resolutions.
• Executive Communication Expertise: Experience interacting with executives and customers, focusing on providing high-level summaries without
• Process-Oriented Mindset: Familiarity with ITIL or other incident management frameworks, emphasizing efficient coordination.

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.
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.

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.