Role – Senior Associate Consultant
Technology – IT Support
Location – Stuttgart, Germany
Compensation – Competitive (including bonus)
Job Description
Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.
At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.
Your role
As a Senior Associate Consultant, you are an expert at contributing to different phases of the consulting lifecycle. You will be intensely involved in; you will define the problem, propose and refine the solution. You will also play an important role in the development, configuration and deployment of the overall solution. You will guide teams on project processes, deliverables and contribute to the proposal development, client training and internal capability-building and help detail the project scope. You will have the opportunity to shape value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.
Required
o The Site IT Engineer is responsible for providing end-to-end onsite IT support, ensuring high service quality, SLA compliance, Incident management, Asset management
o The role serves as a key contact for IT Service Point operations, user support, workplace hardware lifecycle management, ticket analysis, and service management activities. Additionally, the position acts as the backup to the Site Team Lead, supporting site operations and service management activities at Penzberg.
o Key Responsibilities
Site IT Operations & User Support
Provide end-to-end support for IT Service Point operations, IT Tech Bar services, user ticket handling, new hire onboarding, device refresh activities, and local project support.
Act as backup to the Site Team Lead and support overall site operations and service management activities.
Ensure high-quality service delivery while maintaining SLA, ticket, and project management standards.
o Ticket & SLA Management
Perform daily ticket monitoring and ticket scrubbing activities in coordination with the Site Team Lead.
Review and monitor all Incidents, Service Requests, and Interactions to ensure compliance with agreed processes and SLAs.
Identify and report potential SLA breaches proactively to the Site Team Lead and Infosys Service Delivery Manager (SDM).
Ensure ticket handling follows Infosys best practices and ServiceNow governance standards.
o Conduct daily analysis of:
Overdue Tickets
Reopened Tickets
Reassigned Tickets
SLA Compliance
Ticket Quality Metrics
o Support ticket escalation management and resolution tracking.
o Identify Shift-Left opportunities for Remote Delivery Services (RDS) and provide weekly recommendations to the Site Team Lead and Infosys SDM.
o Participate in weekly governance reviews with the Site Team Lead and Infosys SDM to review findings and improvement actions.
- Knowledge & Project Management
o Coordinate with the Infosys SDM to ensure completion of all knowledge management activities within agreed timelines.
o Maintain and enhance:
o IID Documentation
o Standard Operating Procedures (SOPs)
o Runbooks
o Business Service Documentation
o Support project planning, execution, and progress tracking.
o Share project updates,
o Operational Governance & Reporting
o Prepare and communicate ticket, IMAC, and operational support data after alignment with the Site Team Lead and Infosys SDM.
o Provide support for additional site-related initiatives based on operational priorities and resource availability.
o Assist in governance reviews, service reporting, and continuous improvement initiatives.
o Workplace Hardware & Asset Lifecycle Management
o Manage the complete hardware lifecycle, including:
o Demand Planning
o Procurement Coordination
o Deployment
o Device Refresh
o Break-Fix Support
o Asset Reuse
o Secure Disposal
o Govern workplace device standards and hardware catalog compliance.
o Ensure asset accuracy across ServiceNow, DSMT, and associated asset management systems.
o Lead site hardware refresh and lifecycle management programs.
o Ensure compliance with security, sustainability, recycling, and data disposition policies.
o Manage onsite stockrooms, warehouses, and storage locations to maintain audit readiness.
o Coordinate equipment transfers between sites and maintain inventory accuracy.
o Incident & Service Management
o Support the Site Team Lead in managing site Incident, Service Request, and Interaction performance.
o Ensure weekly and monthly SLA targets remain within agreed service thresholds.
o Conduct trend analysis and service performance reviews on a daily, weekly, and monthly basis.
o Ensure correct routing and categorization of non-scope requests in collaboration with the Infosys SDM.
o Drive continuous improvement in: By Working with Site TL and Infosys SDM
SLA Performance
Backlog Reduction
Reopened Ticket Reduction
Reassigned Ticket Reduction
Customer Satisfaction (CSAT)
Service Quality Compliance
Weekly updates to Runbooks, SOPs, and IID documentation.
Successful onboarding and training completion for new team members.
Asset accuracy and inventory compliance.
Personal
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:
- High analytical skills
- A high degree of initiative and flexibility
- High customer orientation
- High quality awareness
- Excellent verbal and written communication skills
About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
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 