Responsibilities Job Purpose/Scope: Operations Manager is fully responsible for managing operation(s) for Infosys Client(s) and ensures smooth everyday operation of the whole Client/Infosys engagement. Responsibilities: •In Depth understanding of Service Desk operations. Good understanding of ITIL framework and processes.•Focus on continuous service improvement, customer experience and Service Delivery•Manages the day-to-day operation to ensure team is achieving the client and internal goals and objective•Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently•Ensures that contractual requirement for the engagement are met. Effectively Manages expansion of the engagement •Analyzes the trends and plans accordingly, take proactive measures/actions to fix Risks before they issues•Ensures seamless communication and interaction with the all internal & external stakeholders including the client. Acts as a contact and escalation point...