Cisco - Senior Technical Operations Manager

Requisition Number

140823BR

Senior Technical Operations Manager

The Senior Technical Operations Manager prepares the service quality plan, ensures process compliance, resolution of escalations, knowledge management compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and within guidelines, policies and norms of Infosys. Executes transactions as per prescribed timelines, reviews and validates the inputs from the process executives, supports the team lead in trainings, daily reviews and escalation resolution with the objective to meet the SLA targets

Responsibilities

Perform analysis and diagnosis of complex networking problems

Perform diagnostic and testing on network equipments

Monitor and manage network outage incidents and maintain high service

Collaborate with cross functional teams to provide resolution for network connectivity

VOIP installation and configuration

IP telephony

Quality Planning (QC / QA) – comprehensive quality program for engagement

Transition Coordination – Process definition & documentation, SOW/Metric determination, Process Training & Certification

SLA Compliance and Process Compliance

Customer Interaction

Governance Compliance

Knowledge Management

Process Re-engineering

Audits and Compliance

Basic 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.

Minimum 9 years of experience related to the job description.

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 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.

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.

External Job Title

Senior Technical Operations Manager

Role

Operations Manager - US

Interest Group

IBPO Costa Rica

Domain

Telecom

Company

IBPO Costa Rica

Role Designation

235ASNTMRO Senior Technical Operations Manager