Program Manager

ABOUT INFOSYS:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56 countries to navigate their digital transformation. With over three 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.

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• Program Governance - Develop and carry out detailed program management plan; secures signoffs with program sponsors. Sets up implementation mechanisms IN ORDER TO ensure that defined process is followed by the program team while executing various activities.
• Client Management - Identifies relationship needs, explores relationship opportunities and formulates action plans. Contributes to definition of business case & program charter alignment IN ORDER TO build and strengthen client relationships.
• Scope Management - Coordinates with track owners, seeks inputs, compiles & constructs scope document including hard & soft commitments. Secures sign off from all the relevant stakeholders. Establishes downstream and upstream traceability. Conducts scope reviews on periodic basis to ensure delivery is as per plan. Escalates items with low requirement stability IN ORDER TO ensure the program delivers on the defined scope.
• Schedule Management - Draws a master schedule; coordinates and conducts meetings with individual track owners to detail out the stated milestones, calls out dependencies, compiles & seeks signoff to baseline the document. Conducts periodic reviews, captures deviations & escalates exceptional deviations. Analyzes the program charter, business case, and proposal. Collates and documents the expected benefits for the program. Identifies, analyzes and documents cross project dependencies. Prepare & execute/ facilitate (Scheduling& conducting meetings, preparing artifacts) various activities as per the communication plan IN ORDER TO help meet program goals and schedule integrity.
• Configuration Management - Ensures that the configuration plan is followed and the artifacts recorded IN ORDER TO ensure integrity of the documents/code & other artifacts of the program. Identifies, executes and reports on continuous improvement activities & conducts quality audits IN ORDER TO ensure overall quality metrics applied to the program are met.
• Program Change Management - Receives change requests, facilitates impact analysis, schedules change control meetings, tracks the change request and ensures the relevant documents are updated IN ORDER TO close the change requests.
• Risk Management - Sets up the tracking mechanism; log, name and characterize (Qualitative & Quantitative) risks. Seeks inputs as required (for complex risks: medium to high exposure risks) and proposes a risk mitigation plan. Identifies key stakeholders and defines the disposition of each of the stakeholders to the program. Prepares action plans to engage & influence the stakeholders per disposition. Track, escalate and report risks/ issues to respective stakeholders IN ORDER TO clearly identify and mitigate adverse impact to program.
• Contract Management & Vendor Management - Identifies the contract parameters that have material impact to program delivers. Prioritizes the parameters and sets up controls to proactively identify contract adherence issues. Identifies key partners both within and outside of contracts who have material impact to the program. Builds formal & informal partnerships IN ORDER TO ensure program dependencies are co-coordinated and executed and economic objectives of the contracted program are met.
• Resource Management - Receives FTE requirement estimates from individual tracks & compiles on-boarding artifacts. Executes on-boarding process, updates & provides timely inputs to support units like unit BP- HR. Determines & tracks hardware and software infrastructure needs such as machine spares, licenses & accesses IN ORDER TO ensure that the program has the required and appropriate resources.
• People Management - Enables ongoing competency development of the team. Implements coaching and mentoring frameworks within the program and personally spends adequate time on coaching and mentoring the next level of employees. Enables cross vertical/ unit integration of the teams. Identifies training needs, ensures individual ITP/ certification plans are developed in conjunction with the loaning unit. Communicates and ensure adherence to organization policies and processes IN ORDER TO ensure engaged employees to deliver business results.
• Continuous Improvement
  • Identify efficiency gains, process automations, and user experience enhancements through Infosys tools (e.g., automation libraries, AI helpdesk bots, predictive analytics).
  • Lead transformation initiatives such as self-service portal expansion, zero-touch provisioning, and VDI scale-outs within the Client infrastructure.

• Bachelor's degree in business administration or related field
• Exceptional leadership, time management, facilitation, and organizational skills
• Outstanding working knowledge of change management principles and performance evaluation processes
• 15+ years in IT service delivery or program management, with at least 5 years in a client-facing, outsourcing/managed services context.
• Experience in delivering EUC services for enterprise-scale FSI clients.
• Demonstrated operational acumen with Service Desk, Endpoint Management, Collaboration Tools, VDI, AV/meeting solutions and Cloud.
• Strong familiarity with ITIL processes, SLAs, dashboards, incident/problem/change mechanisms.
• Ability to manage multi-site, global operations using follow-the-sun support frameworks.
• Excellent stakeholder management, vendor coordination, and communication (written and oral) skills.
• Credentials like ITIL v4, PMP/PRINCE2, Lean/Six Sigma or equivalent are highly desirable.
• Bachelor's degree in IT/Engineering or related field; MBA or Master's considered a plus.

• Master's degree in business administration or related field
• Previous stakeholder management skills
• Prior experience supporting Client or global Tier-1 banks.
• Hands-on knowledge of tools/platforms such as ServiceNow, Intune/SCCM, CrowdStrike, Azure AD, Citrix/VMware Horizon, Teams/Zoom
• Familiarity with FSI compliance frameworks.

• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and Problem-solving skills.
• Strategic mindset with customer-centric delivery approach.
• Agile and adaptive - able to manage operations and transformation in parallel.
• Problem-solving orientation; works well under pressure; collaborates effortlessly with business and technical teams.
• Has a continuous improvement mindset and identifies value-add opportunities.