Principal Consultant - Solution Design

Infosys · IT Services & Consulting

Bangalore, India
On-site
Posted today
Consulting & Strategy

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About the job

The Process Definition Consultant plays a pivotal role in ensuring a seamless transition of service desk/contact centre operations. This role focuses on capturing current (As-Is) and future (To-Be) service desk and/or Contact Centre processes, analyzing ticket volumes and patterns, identifying deviations from solution design, and ensuring comprehensive documentation and knowledge transfer planning tailored to service desk/contact centre functions.

Responsibilities

Principal Consultant Solution Design

Subsidary movement/Entity transfer

PUCODE - BCXSD

JD ,

Job Description: Process Definition (PD) Consultant

Job Summary:

Key Responsibilities:

Due Diligence & Transition Planning

Conduct kick-off meetings to set context and expectations with client SMEs.

Gather and validate volumetric data, effort assumptions, and historical ticket information.

Assess current support structures, call arrival patterns, and user distribution.

Process Understanding & Documentation

Review existing process documents and service handbooks.

Define and document To-Be service desk/Contact Centre processes aligned with the target operating model and solution design.

Understand in-scope activities across locations and evaluate SLA/KPI metrics.

Document detailed Contact Centre, L1 activities and product support processes.

SLA/KPI Analysis

Evaluate historic SLA performance and reporting mechanisms.

Understand SLA calculation methods and handling times across channels.

Compare client expectations with Infosys capabilities and assumptions.

Knowledge Management & CSAT

Analyze CSAT survey mechanisms and DSAT verbatim feedback.

Review KM tools and processes for knowledge capture and dissemination.

Explore quality management processes and their impact on customer satisfaction.

Risk & Dependency Management

Identify and document solution dependencies, risks, and mitigation strategies.

Review escalation processes and ticket handoff procedures.

Assess SLA ownership for overlapping tickets and BCP protocols.

Tool & Process Improvement

Gather information on tools used by Service Desk/Contact Centre Resources.

Evaluate existing process improvement initiatives and their applicability.

Collaborate on extending successful initiatives to Infosys operations.

Training & Skill Assessment

Understand training processes and review training collaterals.

Assess skill requirements against Infosys assumptions.

Review training timelines and process maps for completeness and accuracy.

Documentation & Signoffs

Draft and submit PD documentation for stakeholder review.

Incorporate feedback and finalize documentation.

Ensure signoffs from all relevant stakeholders.

Educational requirements

MBA

Preferred skills

BPM->Leadership - JL6A

Experience: 12-16 years

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