Team Lead
font-family:" times="" new="" roman",serif"="">ABOUT US 11.0pt;line-height:115%;font-family:" times="" new="" roman",serif"="">
" times="" new="" roman",serif"="">Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.
" times="" new="" roman",serif"="">Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. 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.
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font-family:" times="" new="" roman",serif"="">Role: - Technical Consultant / Business Support
font-family:" times="" new="" roman",serif"="">Location: - Sydney
font-family:" times="" new="" roman",serif"="">Status - Permanent, Full-time role
font-family:" times="" new="" roman",serif"="">NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.
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font-family:" times="" new="" roman",serif"="">JOB DESCRIPTION: -
font-family:" times="" new="" roman",serif"="">Role Overview:
" times="" new="" roman",serif"="">The Business Support plays a critical role in ensuring the accurate and timely fulfillment of IP and network-related service orders. This position is responsible for validating customer service requests, performing technical enrichment, and ensuring all order details meet defined technical, operational, and quality standards before provisioning.
" times="" new="" roman",serif"="">The role requires strong networking fundamentals, attention to detail, and the ability to collaborate effectively with engineering, provisioning, and customer support teams. The specialist acts as a key quality gate in the order lifecycle, minimizing downstream issues and ensuring seamless service delivery to customers.
font-family:" times="" new="" roman",serif"="">Work Arrangement:
line-height:normal;mso-list:l1 level1 lfo2"> mso-bidi-font-family:Symbol">• Full-time, operations-focused role
line-height:normal;mso-list:l1 level1 lfo2"> mso-bidi-font-family:Symbol">• Collaboration with cross-functional teams across engineering, provisioning, service fulfillment, and customer support
line-height:normal;mso-list:l1 level1 lfo2"> mso-bidi-font-family:Symbol">• Hybrid or on-site engagement depending on business need
font-family:" times="" new="" roman",serif"="">Roles and Responsibilities:
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Validate customer service requests for accuracy, completeness, and adherence to defined technical and operational standards
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Ensure customer-provided data aligns with internal service catalogues, network capabilities, and provisioning requirements
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Act as a quality checkpoint to prevent invalid or incomplete orders from progressing downstream,
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Perform technical enrichment for IP and network-related service orders, including: IP addressing schemes (IPv4/IPv6),Routing and subnet details, LAN configurations, WAN connectivity requirements, and Customer premises equipment (CPE) and device details
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line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Work closely with engineering, provisioning, service delivery, and customer support teams to clarify requirements
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Proactively resolve missing, incorrect, or ambiguous customer inputs
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Escalate technical risks or feasibility concerns with clear recommendations
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Update and maintain order management systems with validated and enriched technical data
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Monitor order queues, prioritize requests based on SLA and criticality
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Ensure timely progression of assigned orders through the fulfilled
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Identify discrepancies, conflicts, or inconsistencies in customer submissions
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Troubleshoot validation issues and recommend corrective actions
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Provide clear, concise updates to stakeholders on order status, risks, or additional information requirements
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Support process optimization initiatives to improve validation accuracy and fulfillment efficiency
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Provide feedback on recurring issues, documentation gaps, or system enhancements
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Contribute to knowledge base updates and best practice documentation
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font-family:" times="" new="" roman",serif"="">Essential:
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or a related discipline.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• A minimum of 5 years of progressive experience in network and Business support.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Solid hands-on expertise across core networking disciplines including Routing, Switching, SD-WAN, Network Security, and Infrastructure management.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Strong understanding of SLA management principles and a consistent track record of meeting or exceeding customer service commitments.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical audiences.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• High attention to detail, strong analytical thinking, and structured problem-solving capabilities under pressure.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• A proactive, self-motivated approach to learning, with an appetite for staying ahead of emerging industry developments and vendor capabilities.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Strong collaborative instincts and the ability to build effective working relationships across technical teams, customers, and senior stakeholders.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Excellent customer-facing skills, with a professional, empathetic, and solutions-oriented approach to every interaction.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Superior written and verbal communication skills, enabling clear and effective engagement across all levels of the organisation.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Exceptional attention to detail and analytical rigour, with a disciplined approach to problem-solving and decision-making.
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font-family:" times="" new="" roman",serif"="">Preferred:
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Prior experience in a Telco or ISP environment is highly regarded and will be considered a significant advantage.
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Hands-on experience with network devices, tools, or configurations
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• CCNP certification or equivalent practical networking expertise
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Familiarity with IP service provisioning and telecom service fulfillment workflows
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Experience with order management, service fulfillment, or ticketing systems
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Understanding of ITIL-based operational processes
line-height:normal;mso-list:l0 level1 lfo1"> "Times New Roman"">• Prior exposure to customer-facing or service assurance roles
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" times="" new="" roman",serif"="">Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.
" times="" new="" roman",serif"="">We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.com
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font-family:" times="" new="" roman",serif"="">Please click on the Apply link below to upload your resume before the closing date. 11.0pt;line-height:115%;font-family:" times="" new="" roman",serif"="">
font-family:" times="" new="" roman",serif"="">We reserve the right to withdraw this advertisement prior to the closing date. line-height:115%;font-family:" times="" new="" roman",serif"="">
font-family:" times="" new="" roman",serif"="">We respectfully request agencies not to forward unsolicited resumes unless requested. 11.0pt;line-height:115%;font-family:" times="" new="" roman",serif"="">
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Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- HSA
- Short-Term Disability
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- On-site/Nearby Childcare
Work Flexibility
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
Financial and Retirement
- 401(K)
- Relocation Assistance
Professional Development
- Learning and Development Stipend
Diversity and Inclusion
- Employee Resource Groups (ERG)