INFOPARK

Consultant – Product Management

Role : Consultant – Product Management

Skills – Mandatory - Retail operations & store process domain knowledge, Solutioning, impact analysis & scope control, Jira, Confluence & Agile practices
Skills - Primary - Retail operations & store process knowledge, Requirement elicitation & documentation, Functional solutioning & impact analysis, Process flow modeling & scenario identification, Stakeholder communication & coordination, Product ownership

Total Experience : 14 years to 18 years

Work Location : Cochin only

Job Purpose

To perform as a Product Owner with deep expertise in retail operations, ensuring clear understanding of customer business objectives and translating them into well-defined, in-scope requirements while driving alignment across stakeholders, systems, and delivery teams.

Job Description

• Strong domain expertise in Retail Store Operations, POS, and Inventory Management processes
• Proven experience working as Product Owner / Product Consultant across multiple delivery teams
• Hands-on experience in story writing, story reviews, acceptance criteria definition, and backlog grooming
• Ability to lead cross-team requirement discussions and functional reviews
• Skilled in preparing mindmaps, process workflows, and business scenario models
• Experience in impact analysis across store systems, POS flows, inventory, pricing, and integrations
• Strong working experience with Jira and Confluence in Agile environments
• Practical usage of AI tools for requirement analysis, documentation, scenario discovery, and productivity improvement
• Ability to coach and educate teams on better requirement practices and productivity methods
• Strong collaboration skills with Architecture, Development, QA, and UX teams
• Excellent communication and stakeholder management skills.
• Ability to capture complete business objectives during requirement discussions with customers.
• Quickly understand current business processes and systems and leverage this knowledge in ongoing requirement discussions.
• Control requirement scope in line with approved baselines and contractual agreements, proactively highlighting deviations.


Following should be the responsibilities of a Consultant – Product Management:

• Act as Product Owner for Inventory, POS, and Store process features
• Lead story discussions with customer, refinements, and cross-team reviews
• Prepare process workflows and mind maps for features and store scenarios
• Drive clarity in user stories and acceptance criteria
• Ensure requirement completeness and testability
• Use AI tools to accelerate analysis and documentation quality
• Guide teams on requirement quality and productivity improvements
• Coordinate with multiple teams to ensure aligned delivery
• Support sprint planning, grooming, and review ceremonies
• Act as the primary point of contact between the client and development team, facilitating clear communication and managing expectations.
• Conduct regular meetings with stakeholders to provide updates on progress, address concerns, and gather feedback.
• Pre-sales Skills - Work with the marketing team to create project case studies, blogs etc.
• Willingness to Travel to client sites for short – medium duration

Site Reliability Engineer

Role : Site Reliability Engineer

Skills – Mandatory - Azure Cloud Infrastructure
Skills - Primary - Azure cloud infrastructure Support

Total Experience : 3 to 8 years

Work Location : Cochin/TVM/Remote

Job Purpose (both Onsite / Offshore)

We are seeking a Site Reliability Engineer (SRE) to support and maintain a 24×7 Azure cloud environment, ensuring high availability, reliability, and performance of infrastructure and hosted services. This role requires the engineer to operate across L1 and L2 support responsibilities, combining proactive monitoring with advanced troubleshooting and root cause analysis.
The ideal candidate is an IT Generalist with strong networking, system administration, and customer service skills, capable of owning to customer issues end-to-end in dynamic and evolving environments. The role demands the ability to troubleshoot complex technical problems and communicate solutions clearly to both technical and non-technical stakeholders

Job Description / Duties and Responsibilities

Azure Cloud Infrastructure Support (L1 & L2)

• Provide 24X7 monitoring, support, and maintenance of Azure cloud infrastructure to ensure high availability, performance, security, and reliability.
• Perform real-time monitoring and alert response using Azure Monitor, Log Analytics, Application Insights, and third-party monitoring tools.
• Manage and support Azure Virtual Machines (Windows and Linux) including provisioning, scaling, start/stop, patching, backup, restore, and performance troubleshooting.
• Support Azure networking components including Virtual Networks (VNets), Subnets, Network Security Groups (NSGs), User Defined Routes (UDRs), Load Balancers, Application Gateways, Azure Firewall, VPN Gateways, and ExpressRoute connectivity.
• Administer and support Azure Active Directory / Entra ID, including user and group management, role-based access control (RBAC), conditional access, and identity troubleshooting.
• Support Azure Storage services (Blob, File, Disk, Queue, Table) including access control, performance tuning, capacity management, and issue resolution.
• Provide L1/L2 support for Azure PaaS services such as App Services, Azure SQL, Managed Instances, and Azure Kubernetes Service (AKS), focusing on availability, connectivity, and configuration-related issues.
• Perform capacity planning and performance analysis, proactively identifying resource constraints and recommending scaling or optimization actions.
• Manage cost monitoring and optimization activities by entifying underutilized resources, supporting right-sizing efforts, and providing usage insights.

System Administration & Remote Support
• Manage users in Windows Terminal Server / Remote Desktop Services (RDS) environments, both on-premises and hosted.
• Act as a Remote Administrator for Customer Windows Servers, including user account management, shared file access, print services, and print queue configuration.
• Support Windows print services, server backup, restore, and recovery operations.
• Perform routine OS patching, system maintenance, and health checks across Windows and Linux environments.
Networking & Firewall Administration
• Support and administer Fortinet / FortiGate firewalls, including policy management, site-to-site and dial-up VPN configuration, VLAN setup, and basic network troubleshooting.
• Troubleshoot customer WAN, LAN, and VPN connectivity issues, including routing and firewall policy problems.
• Diagnose and resolve local LAN and network-related issues impacting application and infrastructure availability.
• Collaborate with internal and customer network teams to ensure secure and reliable connectivity.

Customer Support & Incident Ownership
• Remotely troubleshoot and resolve technical issues over phone and remote tools, taking full ownership from initial contact to resolution.
• Communicate complex technical issues and solutions clearly to non-technical or less tech-savvy users.
• Provide timely updates to customers during incidents, escalations, and service restoration activities.
• Handle after-hours and emergency support requests on a rotational on-call basis.
• Perform incident, problem, and change management activities in line with ITIL processes, including triage, escalation, RCA, and post-incident reviews.
• Conduct root cause analysis (RCA) for recurring or critical incidents and implement preventive measures to reduce future outages.

Documentation & Collaboration

• Document incidents, resolutions, and troubleshooting steps in the call tracking / ticketing system in accordance with defined documentation standards.
• Develop and maintain runbooks, SOPs, and knowledge articles for recurring issues.
• Build strong working relationships with customers and internal teams to improve service quality and operational efficiency.

Job Specification / Skills and Competencies

• Minimum 2 years of experience in a technical customer support, infrastructure support, or systems administration role.
• Hands-on experience supporting Windows Server environments, networking, and firewalls.
• Strong knowledge of Microsoft Azure infrastructure and services.
• Solid Windows system administration skills (Active Directory, RDS, file services, print services).
• Strong networking fundamentals (TCP/IP, DNS, routing, VPNs, firewalls).
• Hands-on experience with Fortinet / FortiGate firewalls or similar enterprise firewalls.
• Experience with monitoring, alerting, and incident management tools.
• Excellent troubleshooting and analytical problem-solving skills.
• Strong customer service mindset with the ability to remain calm under pressure.
• Ability to communicate complex technical concepts clearly to novice or non-technical users.
• Ability to work independently while effectively leveraging available tools, documentation, and team support.
• Strong documentation, time management, and multitasking skills.

Certifications Desired
• Cloud Certifications, ITIL Certifications, CompTIA Network+ Certification or equivalent.
• Experience administering and troubleshooting enterprise firewalls such as Cisco, Fortinet, Palo Alto, or similar.
Work Model
• 24×7 shift-based operations on a rotation basis, including weekends and holidays.
• On-call and after-hours support on a rotational basis.
• Role includes both L1 and L2 responsibilities with full ownership of incidents.
• To adhere to the Information Security Management policies and procedures

Associate-PMO

Skills – Mandatory Excel, Power Point Skills - Primary Financial Accounting Principles
Skills - Good to have -Experience in handling revenue/cost/margin MIS reports, Oracle Fusion, Power BI
Qualification - BCom or BCA
Total Experience- 1+ years ,Relevant Experience 1+ years
Work Location- Kochi/TVM
Expected Date of Onboarding- Immediate

Technical & Domain Skills

• Should be an advanced user of Excel (transforming raw data into useful insights)
• Should be conversant with Power Point.
• Excellent communication skills required.
• Should be a team player capability to work with cross functional teams
• Should have basic understanding of financial accounting principles
• Strong analytical thinking and problem-solving abilities required
• High attention to detail, with a proactive mindset
•Experience in financial software (Oracle Fusion), Business Intelligence Tools (Power BI) is an
added advantage.
•Adhere to ISMS policies and procedures
Experience
• 1 year of experience in Business Finance/PMO in IT services company
• Experience in handling revenue/cost/margin MIS reports is highly preferred

E-Commerce Support Lead

Skills – Mandatory - E-Commerce Support, SAP Hybris, Mongo DB , IFS Ticketing, Jira Service Management, Atlassian dashboards and metrics
CMS, SaaS
Skills - Primary - IFS Ticketing, Jira Service Management, Atlassian dashboards and metrics SAP, CMS, SaaS
Skills - Good to have - Automation in support using AI

Total Experience - 7-12 years
Relevant Experience - 3+ years
Work Location - Kochi/Trivandrum

Job Description / Duties and Responsibilities
• Experience in Managing Ecommerce Support Programs
• Strong skills with IFS Ticketing, Jira Service Management, Atlassian dashboards and metrics
• Experience working on the SAP Commerce platform and CMS – Contentful, AEM.
• Experience in managing and overseeing an eCommerce solution that is classified as SaaS and used by multiple countries.
• Strong Ecommerce back ground with B2B/B2C implementation experience
• Managing and Tracking SLA’s
• Flexibility to work in Shifts including Night Shifts
• Manage and optimize e-commerce platforms to ensure high uptime, fast load times, and seamless user experience.
• Identify trends to improve operational efficiencies
• Work with a team of Offshore Ecommerce Support Analysts
• Knowledge of Agentic AI
• Build in automations where possible
• Working with peers and cross functional leaders to identify, examine and develop immediate and long term resolutions of support issues
• Experience in working in onshore/offshore model
• End-to-end experience in software development life cycle and familiar with agile methodologies like scrum
• Should actively participate in communication with business stakeholders and participate in all SDLC lifecycles.
• Should be capable of reviewing the work done by other team members and guide them in complex issues.
• Should have good knowledge related to Agile methodology
• Resolve any operational issues that arise
• Excellent time-management, problem-solving and decision-making skills
• Analyze and report on e-commerce performance metrics to identify areas for improvement and growth opportunities.
• Led and mentor e-commerce team members to develop their skills
• Ensure compliance with all applicable laws and regulations related to e-commerce operations.
• Ensure daily operational activities are monitored and completed
• Build strong relationships with cross-functional teams and business leads to implement and roll out productivity tools, understand business needs and provide innovative technology solutions
• Manage support schedules to ensure coverage, ticket assignments, support escalations with a continued focus on process changes that improve resolution times
• Manage the overall performance and growth of our IT Operations team to ensure maximum performance and professional development
• Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting
• Ability to communicate technical information in a clear manner to Stakeholders
• Ability to draft documents to build out ou knowledge base
• Manage and lead the customer support team, providing guidance and support to ensure high-quality service delivery.
• Collaborate with cross-department teams to align support efforts with overall business objectives and enhance customer experience.
• Optimize support operations to improve efficiency and effectiveness, ensuring timely issue resolution.
• Monitor key performance metrics and service levels to assess team performance and identify areas for improvement.
• Conduct regular training sessions for the support team to enhance their skills and knowledge of products and services.
• Lead initiatives for service process improvement to streamline operations and enhance the customer journey.
• Provide escalation support for complex customer issues, ensuring swift and effective resolution.
• Understanding of key performance metrics related to customer service and support operations.
• Collaborates with external vendors and service providers to ensure timely and effective resolution of issues.
• Acts promptly during critical incidents to minimize downtime and coordinate with relevant stakeholders as necessary.
• Manages ecommerce-related user and system administration responsibilities for all international markets.
• Adhere to the Information Security Management policies and procedures.

Job Specification / Skills and Competencies
• Overall 7-12 years experience
• 3 years of experience leading an Ecommerce support team.