Infrastructure Program Manager Position Available In New York, New York

Infosys is seeking a highly motivated and experienced Infrastructure Program Manager to join our IT support team responsible for managing client relationships, ensuring the successful delivery of IT support services, and driving continuous improvement in service delivery.

Required Qualification:

Candidate must be located within commuting distance of New York, NY or be willing to relocate to these areas. This position may require travel in the US. 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 13 years of Information Technology experience. At least 10 years of experience in program management. At least 6 years of experience in managing production support programs

Technical Skills :

Strong technical knowledge of IT support services, including hardware, software, networking, and security.

Project Management :

Proven experience in managing IT support projects, with a track record of successful project delivery.

Customer Focus :

A customer-centric approach with a strong commitment to client satisfaction.

Client Relationship Management :

Build and maintain strong relationships with clients, acting as the primary point of contact for all IT support-related matters

Communication :

Effective and assertive communicator who could interact with xVPs, Director/Sr. Director and above on a regular basis. Ability to drive triage calls/question teams based on the observability & Corelating it from various dashboards

Service Delivery :

Oversee the delivery of IT support services, ensuring that all client needs are met in a timely and efficient manner

Project Management :

Coordinate and manage IT support projects, including planning, execution, and monitoring to ensure successful completion

Continuous Improvement :

Identify opportunities for process improvements and implement best practices to enhance service delivery

Team Collaboration :

Work closely with internal teams, including technical support, sales, and account management, to ensure seamless service delivery. Work effectively with cross-functional teams.

Reporting :

Prepare and present regular reports on service delivery performance, client satisfaction, and project status to senior management Manage third party resources/vendors for project activities and ongoing system support Build strong partnerships with business clients on initiatives and maintain a high level of customer satisfaction based on defined business goals

Adaptability:

Flexibility to handle changing priorities and technologies Defines the execution approach for program implementation and is held accountable for the quality of the service / solutions. End User Computing (EUC) Architecture Deep understanding of EUC environments: desktops, laptops, VDI (e.g., Citrix), and mobile device ecosystems Familiarity with endpoint management platforms (e.g., SCCM) Device Lifecycle Management Oversight of procurement, imaging, deployment, maintenance, and decommissioning Experience with automation tools for device provisioning and patching Operating Systems & Software Ecosystem Windows 10/11 Enterprise software deployment and license management Application packaging and distribution IT Service Management (ITSM) Expertise in ITIL framework (especially Incident, Problem, Change, and Asset Management) Familiarity with tools like ServiceNow and Jira Service Management Security & Compliance Endpoint protection, encryption (BitLocker/FileVault) Compliance with security standards Monitoring & Analytics Use of telemetry and analytics tools KPI/SLAs for support performance (e.g., MTTR, FCR, CSAT) Project & Program Management Leading large-scale EUC transformation projects (e.g., Windows migrations, MDM rollouts) Budgeting, vendor management, and stakeholder communication Agile/Waterfall methodologies and tools like MS Project, or Jira User Experience (UX) Focus Championing digital employee experience (DEX) improvements Driving initiatives like self-service portals, knowledge bases, and proactive support

Preferred Qualifications:

Experience in Financial Services domain Familiar with latest trends in industry from technology and domain standpoint Strong business process/system analytical skills Ability to work with business users to transform and develop requirements into design, implementation. Flexibility to work in 24 X 7 environment. Experience and desire to work in a Global delivery environment. Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:- Medical/Dental/Vision/Life Insurance Long-term/Short-term Disability Health and Dependent Care Reimbursement Accounts Insurance (Accident, Critical Illness , Hospital Indemnity, Legal) 401(k) plan and contributions dependent on salary level Paid holidays plus Paid Time Off The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.