Senior Associate Consultant

Responsibilities

• ● Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
• ● Visit www.infosys.com (http://www.infosys.com/) to see how Infosys (NYSE: INFY) can help you navigate your next.
• ● Recognized as the 1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI first organization, we empower our people to work on next generation technologies, continuously learn, and create impact at scale-supported by a culture rooted in care, inclusion, and excellence.
• ● Join Infosys and be part of a culture that's not just promised-it's certified. TopEmployer2026 ThriveAtInfosys
• ● Role Description: Looking for Incident and problem coordinator.
• ● Location: Sydney, Australia
• ● Salary: AUD 90,243 - 98,861 Annual Gross
• ● Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
• ● Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
• ● Roles and Responsibilities:
• ● Ensure all incidents are accurately logged in ServiceNow and all date required for historical reporting is captured. Analyze data to identify systemic issues and trends.
• ● Own investigations into Major Incidents, creating Post Incident Reviews "PIR" and presenting them at a senior level. Prioritize Problems collaboratively with stakeholders. Help manage and assess SLAs and create/report on KPIs. Accountable for the correct Prioritization of incident impact.
• ● Lead on root cause analysis directing tasks to teams and holding them accountable to deadlines. Work with teams to ensure remediation items are prioritized and completed.
• ● Be the SPOC (Single Point of Contact) for Problem Management
• ● Assist Major Incident manager(s) throughout live incidents, including issuing communications and tracking start to end recovery actions.
• ● Updating the backlog of problems and known errors in a timely manner, ensuring they are prioritised and are an accurate reflection of the problems.
• ● Ensure related Incidents, Changes and Configuration Items are all correctly associated to Problems.
• ● Identify potential problems and/or increasing trend of repetitive Incidents. Interrogate data for trends and produce management reports and analysis of the data for Problems and Incidents. Identify Incidents for review
• ● Assisting with root cause analysis, identifying improvement opportunities and assisting in coordinating Technical Support groups.
• ● Document post incident recovery steps produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible.