Job Description

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.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Short Description:

If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.

1. Key Responsibilities:

• Lead and manage AMS support operations for OpenText AppWorks and related SAP solutions.
• Ensure the timely resolution of incidents, service requests, and enhancement requests while meeting agreed service level agreements (SLAs) and key performance indicators (KPIs).
• Act as the primary escalation point for technical and functional issues related to the OpenText SAP ecosystem.
• Coordinate with business users, development teams, and vendors to ensure consistent and high-quality support delivery.
• Oversee root cause analysis, performance tuning, and long-term issue prevention strategies.
• Drive small enhancements, configuration changes, and minor projects in coordination with business and development teams.
• Ensure proper documentation of processes, configurations, changes, and operational procedures.
• Provide leadership, mentoring, and coordination of onshore/offshore AMS support team members.
• Track and report AMS metrics, analyze trends, and drive continuous improvement initiatives.
• Maintain compliance with security policies, audit requirements, and regulatory standards.
• Lead the AMS support function for OpenText solutions (e.g., Content Server, Extended ECM, Vendor Invoice Management [VIM], Archive Center).
• Manage day-to-day operations including incident management, service requests, enhancements, and minor project work.
• Serve as the primary point of contact for escalations and coordination between users, functional teams, and technical experts.
• Oversee ticket queues, prioritize issues based on impact and urgency, and ensure adherence to SLAs and KPIs.
• Conduct root cause analysis and problem resolution for recurring or critical issues.
• Guide to change management processes including impact analysis, testing, and deployment.
• Collaborate with internal IT teams and external vendors (including OpenText support) for issue resolution and upgrades.
• Ensure documentation is maintained for all support activities, configurations, and customizations.
• Proactively identify areas for process and system improvement and lead optimization initiatives.
• Report regularly on AMS performance metrics and service delivery to stakeholders.
• Provide leadership and mentoring to the OpenText AMS support team (onshore/offshore).

1. Skills /Competencies:

Essential Skills:

• More than 15 years of experience with OpenText AppWorks and SAP solutions in a support or development role.
• 5+ years of experience in lead or senior role managing AMS or support operations.
• Hands-on experience with OpenText AppWorks Platform, including case management, process modeling, and application development.
• Strong understanding of ITIL service management practices (incident, change, problem management).
• Proven ability to manage distributed/global teams and coordinate across time zones.
• Excellent problem-solving skills, attention to detail, and communication abilities.

2. Additional Skills:

• 5+ years of experience with OpenText products, including system configuration, administration, and support.
• 3+ years of experience in a leadership role within an AMS or IT support environment.
• Hands-on experience with at least one or more OpenText modules: Content Server, Extended ECM, VIM, Archive Center, or OTDS.
• Strong understanding of ITIL processes, especially incident, problems, and change management.
• Proven ability to coordinate cross-functional teams in a global delivery model.
• Excellent communication, stakeholder management, and conflict resolution skills.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”

Job Requirements