Infosys Consulting's CMT Practice is seeking a Senior Principal Level Management Consultant with experience across one or more domain areas in the Communications, Media and Technology industry, including Telecom Customer Care Operations, Telecom Service Operations and ServiceNow.
As a Senior Principal, you will provide best-fit solutions for one or more projects across our communications service provider clients; provide technology/product fitment consultation; assist in defining scope and sizing of work; anchor Proof of Concept developments and support opportunity identification and pursuit processes and evangelize Infosys brand. You will collaborate with some of the best talents in the industry to create and implement innovative high-quality solutions, lead and participate in sales and pursuits focused on our clients' business needs. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.
Key Responsibilities:The resource will work closely with NOC, ITSM, and Wireless IT teams to support implementation and adoption of capabilities such as:
- Alert & Event Intelligence
- Event normalization and service-aware correlation
- Alert noise reduction and grouping
- Incident Intelligence & Enrichment
- Incident summarization (Now Assist)
- Contextual enrichment and similar incident analysis
- Impact Scoring & Prioritization
- Service-based impact scoring
- Service and customer impact propagation
- AI-Driven Operations
- Predictive Intelligence and event intelligence (AIOps)
- AI-assisted triage, recommendations, and continuous improvement
Additionally, the role will support:- Service modeling (TMF-aligned: CFS / RFS)
- CMDB and topology validation (CI relationships, service mapping)
- Data alignment required to enable OOTB capabilities and AI use cases
Role Structure- Act as the on-site coordinator and execution lead
- Work directly with client stakeholders (NOC, ITSM, CMDB, Wireless IT)
- Operate under my direction, while I continue to lead: overall engagement; stakeholder management (ITSM, NOC and Dev leadership teams); solution direction and architecture
We are looking for someone with:- Strong background in Telecom operations (NOC / Core / ITSM)
- Experience with ServiceNow (ITSM, CMDB, Event Management / AIOps)
- Familiarity with service modeling, topology, and operational workflows
- Exposure to AI-driven operations or automation initiatives
- Strong client-facing and on-site engagement experience
Required Qualifications:- Bachelor's degree or foreign equivalent required in Electrical, Telecom, or Information Technology Engineering
- Min. 9 years of experience with Operational Technologies within the Communications Sector.
- Has at least 3 years' experience designing, implementing, or managing platforms for CSP providers using MS Dynamics, Salesforce, ServiceNow, Oracle/SAP for above process areas
- Should be able to develop business process and system use cases
- Should be able to create the As-Is and To-Be Process and Use Case documents.
- Should be able to guide, mentor and review the end-to-end solution
- The candidate must be a team player and is also expected to help the project team with any functional issues that may arise during the course of the project
- Excellent analytical skills and communication skills
- Ability to travel as needed (typically up to 4 days/week) to client locations.
- Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.
Preferred Qualifications:- An MBA with an advanced degree or equivalent experience in Communications, Media, or Entertainment business
- Has at least 3 years' experience managing operations or analyzing and implementing process optimizations across an area of customer relationship management (CRM), customer care operations, Service Operations, ERP and supply chain
- At least 3 years of experience in implementing and enhancing industry standard products for CSP operations
- Experience and desire to work in a consulting environment that requires regular travel
- Experience of at least 1 or 2 full-cycle implementations for a CSP with hands on Functional and deployment experience
- Experience in a CSP in North America across Mobility or Wireline networks will be preferred
The estimated total annual compensation (Base + Bonus) range for candidates based out of NJ, IL, NY, CA & WA will be $ 210,000 - $ 256,667
