Team Lead

About the role

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia. Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists. Role: - Technical Consultant / Business Support Location: - Sydney Status - Permanent, Full-time role NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role. JOB DESCRIPTION: - Role Overview: The Business Support plays a critical role in ensuring the accurate and timely fulfillment of IP and network-related service orders. This position is responsible for validating customer service requests, performing technical enrichment, and ensuring all order details meet defined technical, operational, and quality standards before provisioning. The role requires strong networking fundamentals , attention to detail, and the ability to collaborate effectively with engineering, provisioning, and customer support teams. The specialist acts as a key quality gate in the order lifecycle, minimizing downstream issues and ensuring seamless service delivery to customers. Work Arrangement: - Full-time, operations-focused role - Collaboration with cross-functional teams across engineering, provisioning, service fulfillment, and customer support - Hybrid or on-site engagement depending on business need Roles and Responsibilities: - Validate customer service requests for accuracy, completeness, and adherence to defined technical and operational standards - Ensure customer-provided data aligns with internal service catalogues, network capabilities, and provisioning requirements - Act as a quality checkpoint to prevent invalid or incomplete orders from progressing downstream, - Perform technical enrichment for IP and network-related service orders, including: IP addressing schemes (IPv4/IPv6),Routing and subnet details, LAN configurations, WAN connectivity requirements, and Customer premises equipment (CPE) and device details - Work closely with engineering, provisioning, service delivery, and customer support teams to clarify requirements - Proactively resolve missing, incorrect, or ambiguous customer inputs - Escalate technical risks or feasibility concerns with clear recommendations - Update and maintain order management systems with validated and enriched technical data - Monitor order queues, prioritize requests based on SLA and criticality - Ensure timely progression of assigned orders through the fulfilled - Identify discrepancies, conflicts, or inconsistencies in customer submissions - Troubleshoot validation issues and recommend corrective actions - Provide clear, concise updates to stakeholders on order status, risks, or additional information requirements - Support process optimization initiatives to improve validation accuracy and fulfillment efficiency - Provide feedback on recurring issues, documentation gaps, or system enhancements - Contribute to knowledge base updates and best practice documentation Essential: - Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or a related discipline. - A minimum of 5 years of progressive experience in network and Business support. - Solid hands-on expertise across core networking disciplines including Routing, Switching, SD-WAN, Network Security, and Infrastructure management. - Strong understanding of SLA management principles and a consistent track record of meeting or exceeding customer service commitments. - Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical audiences. - High attention to detail, strong analytical thinking, and structured problem-solving capabilities under pressure. - A proactive, self-motivated approach to learning, with an appetite for staying ahead of emerging industry developments and vendor capabilities. - Strong collaborative instincts and the ability to build effective working relationships across technical teams, customers, and senior stakeholders. - Excellent customer-facing skills, wi

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