Job details

Country

USA

State / Region / Province

Ohio

Work Location

Columbus, OH

Domain

Operations

Interest Group

IBPO USA

Company

IBPO USA

Requisition ID

124941BR

Job description

Technical Trainer – Operations Excellence Lead
Senior Technical Process Lead
Requires Business Travel across the Americas

Job Description: Infosys is seeking a skilled and dedicated Technical Trainer for Service Desk/Technical Support Operations Excellence will be coordinating with multiple Service Desk/ Technical Support engagements to conduct foundation technical training, identify areas to conduct Technical Needs Analysis and periodic workshop requirements on ITIL & Technical Foundation Training on a regular basis for Americas & LATAM regions. The Technical Trainer also focuses on alignment of Service Desk processes and/or practices, conduct requirement gathering from engagements & implements best practices by incorporating ITIL standards with an aim to increase business success and productivity.

Required skills:6 years of overall work experience. 2-3 years of experience in working in Service Desk/Technical Support environment. Relevant experience in conducting Service Desk/Technical Support formal classroom training/ITIL training will be an added advantage.2-3 years of creating curriculum and conducting technical trainings in Service Desk or Technical Product Support environment. Experience in Due Diligence exercise with new clients to understand scope, efforts and creating process charter. Experience in supporting new transition of engagement with knowledge transfers, process documentations, and building training plans. Strong understanding of training and coaching methodology, processes, learning theories and inter-personal/group dynamics to deliver programs effectively.Think on one's feet and adapt learning facilitation flow according to the trainees' WINs (Wants, Interests and Needs)Ability to translate Service Desk Business requirements into training/coaching action plans.Hands on experience in creating Training Manuals, and Knowledge ArticlesCustomer Interaction – Escalation ManagementExcellent verbal and written business communication skills in English, Spanish are a must. Fluency in Portuguese at a professional business communications level is nice-to -have.
Responsibilities:Participate in regular meetings with various Service Desk engagement SPOC’s/COH on a regular basis to gather training requirements (monthly/quarterly/ Ad-hoc basis).Prepare training plans based on the requirements, co-ordinate with the learning council & publish details of the workshops on learning calendar.Create new courses and update existing courses on training platforms on requirement basis. Conduct Due Diligence activities with new clients to understand scope, nature of work and create a project charter.Conduct opportunity assessment in engagement and identify ways to improve the operational performance.Support with transition of new engagements from a domain standpoint (Process Definition, Knowledge Transfer, etc.)Conduct Classroom/Virtual workshops on the following topics for various target audience on a regular basis (monthly/quarterly/ Ad-hoc basis)Publish Training completion & status report on the Learning Hub/Lex platform to grant credits for the participants.Maintain a repository of training completion status, attendance & scores of individuals for audit purposes.
Qualifications
Basic: 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 6 years of relevant work experience
Preferred:ITIL certified preferred, must be ITIL trained (ITILv3 or v4)Hands on experience on ITSM tools – e.g. SNOW, Remedy, CISMAdvance knowledge of troubleshooting desktop & laptops, printers, Installation & Hardware issuesIntermediate knowledge of Networking, IP addressing, Proxy Servers & VPNAdvance knowledge of troubleshooting OS, Browsers, Office suites (incl. Office 365, SharePoint, OneDrive for Business, Outlook, Teams), VPN troubleshootingBasic Operating System knowledge (Apple and Windows Vista,7,8, 10), remote management tools (MSRA, MSRDC, LogMeIn, Bomgar etc)Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions, Active Directory & Network DrivesKnowledge of various mobile devices (Apple, Android, Windows, Microsoft Intune)Working knowledge of Application support environment

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

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.

About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 43 delivery centers in 16 countries spread across 5 continents, with 56,864 employees from 107 nationalities, as of September 2023.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.