Senior Consultant - EUC, Field Services - Ede, Netherlands

Role - Senior Consultant
Technology - EUC, Field Services
Location - Ede, Netherlands
Business Unit - Cloud and Infrastructure
Compensation - Competitive (including bonus)

Job Description
Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what's next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role

This is a senior technical and Supervisory position within the Area IT Infrastructure Team with the following main responsibilities:

• Business Relationship Partner : Build the relationship between IT and the Business to become the trusted partner for delivering value and high levels of Service. Enabling business goals through the effective use of Information Technology capabilities and services.
• Solution Provider/Broker : Support the Business in providing standardized IT and Telecommunication services and solutions aligned with Business requirements; Own all non-standard IT requests and ensure that they are routed, and ownership transferred for optimum success
• Infrastructure Leader : Act on behalf on the IT Service Delivery Manager and assist in leading the IT and Telecommunications infrastructure for the Area ensuring the standardization & security is in line with the Global IT strategy & policy;
• Communicator: Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue
• Resource Manager: Manage IT resources (Budget, Cost, Local IT Infrastructure Staff) and take full advantage of centrally provided IT services to ensure that agreed SLAs are met;

• Provide information and assist IT Service Delivery Manager with IT budgeting and cost control
• Follow and enforce policies regarding IT management, security, standards and procedures
• Assist the IT Service Delivery Manager with the Annual IT Budget preparation, based on current expected and IT plans using standard processes as defined by Management
• Own and coordinate IT Investment within the Site and the AR process
• Propose/Lead process improvement initiatives and collaborate with project teams to implement initiatives
• In collaboration with the Global Infrastructure Team, develop, coordinate/manage projects aimed at improving and/or reducing costs of the IT environment.
• Assists users with business proposal generation, regarding our standards and policies

• Ensure optimum support for end-users at all times within agreed service levels
• Agree SLAs with the Business and the Central IT Infrastructure Organizations/Services and ensure level of service is achieved and reported on
• Act as the Owner/Escalation point for issue resolution between the Business and the IT Community
• Act as a coach and mentor for junior members in the team and deliver on the job training
• Own all non-standard IT requests and ensure that they are routed, and ownership transferred for optimum success
• Ensure that relevant IT documentation is maintained and up to date
• Support and maintain the IT Infrastructure security standards to be compliant with the security policy
• Support and maintain the IT Infrastructure systems and data access - to be managed in collaboration with Service Desk
• Support and maintain the IT Infrastructure backup and recovery including Disaster Recovery Planning
• Support and maintain the IT Infrastructure asset management - including Hardware lifecycle management and SW licensing
• Support and maintain the IT Infrastructure audit compliance
• Work closely with your Service Delivery Manager and Central IT Infrastructure Organization to ensure that the Agreed strategy is implemented and followed
• Support the appropriate level of service for a centrally provided and maintained IT Infrastructure for: server, clients, printers and other standardized peripherals, data communication (LAN, WAN, WLAN, VPN access and required components), voice communication (local and remote)
• Act as a local point for all IT issues (Infrastructure and Application) at your site and within the Area and ensure engagement with the appropriate IT Group (Infrastructure, European Applications or Divisional Applications)
• Ensure appropriate Application/Infrastructure Security, Performance and Availability Management
• Make sure the service desk is also delivering as specified in the service level agreements
• Uses the central services in the best manner to free up own resources for added value to the users
• Where appropriate share resources and skills within the Area/Region
• In collaboration with the Central Infrastructure Team, develop, coordinate/manage projects aimed at improving and/or reducing costs of the in-area IT environment

• Identify and propose development opportunities for the talent within your team
• Conduct performance improvement plans and/or development plans for your direct reports
• Work closely with the Service Delivery Manager and HR Business partner for employee relations issues
• Act as a liaison for the Global organization and the local team
• Where appropriate share resources and skills within and across Country/Areas
• Promote the Enterprise IT Purpose and Promises and culture within the team you lead

• Communicate IT strategy and plan to the users and managers and act as the bridge between users and IT Service Delivery Manager
• Establish good working relationships with users and other sources of support and assistance
• Build the relationship between IT and the Business to become the trusted partner for delivering value and high levels of Service
• Assist the Service Delivery Manager in attending local team meetings to understand their plans and issues and communicate them back to the IT Community

• Windows
• Networking Trouble shooting
• CITRIX; MS Remote Access
• Active Directory, GPO & policy design and support
• Security and Compliance Tools
• AV and Collaboration Tools
• MDM

• High analytical skills
• A high degree of initiative and flexibility
• High customer orientation
• High quality awareness
• Excellent verbal and written communication skills