Senior Consultant

Role - Senior Consultant
Technology - Service Management
Location - Costa Rica (Hybrid).
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

As a Major Incident Manager, you are an expert at leading Major Incidents to resolution along with running problem management activities. You will be intensely involved in define the incident impact, severity and work with resolving teams. You will also play an important role in stakeholder and SMT communications on all major incidents. You will also document detailed root cause analysis documentation and lead postmortem and problem management meetings that ensure no repetitive incident in our client's customer facing applications. You are also responsible to identify continuous service improvement opportunities.

Required

• Extensive experience with incident and problem management for a large enterprise
• Strong retail or ecommerce domain experience
• ITIL certification (V3, V4) - well proficient in ITIL philosophy and terminologies
• Ability to work well in both team/individual environment with innovative support, having sound Analytical skills.
• Self-motivated with a passion to drive continuous improvements
• Strong communication, interpersonal, learning and organizing skills matched with the ability to manage the stress, time and people effectively.
• Weekend support for major incidents as per the shift plan (once every 6 weekends)

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 8 years of relevant experience in major incident

Preferred

• Good know how of agile and devops ways of working
• Ability to learn and adapt to changing business needs and environments

Personal
Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include:

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

About Infosys
I 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.

Client-provided location(s): Santa Ana, Costa Rica

Job ID: Infosys-128879BR

Employment Type: OTHER

Posted: 2025-09-23T18:37:34