General information

Country
India
State
Telangana
City
Hyderabad
Job ID
44751
Department
Infor Consulting Services

Description & Requirements

Summary:
As a Monitoring & Problem Management Lead in the Infor Managed Services (IMS) team, you will be responsible for ensuring the stability and efficiency of customer environments by leveraging monitoring, analytics and problem management best practices. Your role will involve proactively identifying patterns of incidents, grouping them into problems and driving continuous improvement initiatives

Key Responsibilities:
• Design, implement, and optimize monitoring solutions to ensure proactive incident detection and prevention
• Analyze incidents and identify recurring issues and group into actionable problems, interpret metrics from monitoring tools and reporting systems to identify trends, performance bottlenecks and areas for improvement.
• Perform root cause analysis to recommend and implement optimization strategies.
• Maintain a problem backlog, prioritizing issues based on business impact.
• Design and develop tools to monitor critical business processes and automate resolution workflows to improve efficiency and response times.
• Collaborate with Support, Operations, and Development teams to automate and enhance service delivery processes.
• Utilize APM (Application Performance Monitoring) and infrastructure monitoring tools to provide deep insights into system performance.
• Create and maintain sustainable systems and services through process automation and data-driven decision-making.
• Develop dashboards and reports to track incident trends and problem resolution effectiveness.
• Actively participate in the Continuous Improvement process, contributing recommendations and implementing enhancements to drive better outcomes.

Basic qualification:
•  Excellent English skills (oral and written)
•  Bachelor's Degree in Computer Science or a related field
•  Performance and troubleshooting skills
•  Ability to verbally present complex concepts and technical information to a non-technical audience in a clear and concise manner
•  Customer/key user support and incident solving experience, preferably in the IT sector 
• Strong analytical skills  
•  in-depth knowledge in one or more of the following industries: Logistics, Enterprise Resource Planning, Procurement, Manufacturing, Supply Chain Management and Warehouse Management

Preffered qualifications:
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Strong expertise in monitoring and observability tools (e.g UIM, Monocle, Sumologic, Grafana)
• Strong knowledge of MS Excel and SQL, with the ability to analyze and visualize data effectively.
• A proactive approach to identifying issues, proposing solutions, and driving optimizations.
• Excellent analytical and problem-solving skills, with a keen attention to detail.
• Strong communication skills (both written and verbal) in English, with the ability to articulate technical concepts to both technical and non-technical audiences.
• Ability to work independently as well as collaboratively within a team.
• Solid understanding of ITIL framework, especially incident and problem management.
• Excellent problem-solving skills with a proactive mindset.

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 
For more information visit www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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