Infios

Analyst

• Provide frontline support via phone and ticketing systems to resolve software-related issues
• Gather key details to assess and triage cases to the appropriate internal teams
• Maintain accurate, detailed documentation within the ticketing system
• Ensure timely responses and resolutions in line with defined SLAs
• Collaborate with internal teams, vendors, and partners to drive case resolution
• Use empathy, active listening, and emotional intelligence to ensure excellent customer experiences.

Service Desk Analyst

Customer Support

• Lead 24x7 global L2/L3 OMS support operations, including staffing and on-call coverage
• Own incident, problem, and change management, serving as the primary escalation point
• Drive RCA, defect prevention, and proactive operational improvements
• Manage production releases, upgrades, migrations, hotfixes, and patches
• Improve automation, observability, alerting, and performance monitoring
• Ensure adherence to SLAs, KPIs, and operational metrics
• Build and maintain runbooks, knowledge articles, and operational documentation
• Manage, mentor, and develop OMS support teams through training and cross-skilling
• Partner with product, architecture, and delivery teams to improve platform supportability

Senior Manager, Customer Experience/Customer Success, OMS

Operations

• Define and execute a comprehensive growth operations strategy aligned with Infios’ business objectives
• Partner with executive and senior leadership to drive revenue growth, operational efficiency, and GTM success
• Align and integrate operations across Marketing, Sales, Customer Success, and Renewals
• Drive rigorous execution against core revenue processes including lead generation and qualification, pipeline management, forecasting, customer success, and renewals
• Own annual and quarterly operating planning, bookings & revenue targets, and performance management
• Track KPIs and metrics, analyse performance data, and deliver actionable insights to senior leadership
• Lead growth operations strategies, providing teams with the tools, technologies, and methodologies required to improve effectiveness and efficiency
• Create a cohesive, scalable technology stack in partnership with Enterprise Systems
• Drive execution of critical cross-functional initiatives and transformation programs through strong program and project management
• Build, develop, and lead high-performing Growth operations team

Corporate Vice President – Growth Operations

Vice President

• Develop and implement global renewal and retention programs that maximize customer value and renewal rates.
• Manage and mentor the renewals team, providing guidance and support to ensure their success.
• Forecast global renewals, identify risks, and develop mitigation strategies.
• Leverage data to recognize patterns and spot opportunities for improvement.
• Build digital first customer engagement programs, monitoring their satisfaction, overall sentiment and long-term success.
• Support negotiations of more complex contract renewals such as 3-year conversions initiative and create win-win solutions for customers.
• Collaborate with cross-functional teams to drive customer success and retention. (Sales, Support, Services)
• Stay updated on industry trends and best practices to continuously improve the renewals process via digital tools.

VP Renewals

Consultant

• Act as a trusted advisor to prospects and internal resources
• Understand prospect’s business priorities, technology landscape, and key stakeholders
• Develop discovery documents that reflect the understanding of prospects’ priorities, landscape, and requirements
• Demonstrate solution functionality and capability in relation to prospect needs
• Effectively describe and differentiate Infios' role in the supply chain
• Address technical and functional questions from prospects and sales team
• Ability to configure demonstrations using Infios tools
• Demonstrate the value of Infios solutions, specific to each prospect’s unique business needs
• Translate customer requirements into deliverable solutions
• Field questions regarding associated applications in the areas of ERP, TMS, OMS and other systems impacting supply chain processes
• Explain implementation requirements, timeframes, and change management
• Complete the technical and functional requirements for RFP and help drive sales opportunities to successful completion
• Work with Sales and Services team to develop Professional Services Estimate
• Facilitate internal and external transitions to ensure successful knowledge and relationship transfer

Solution Consultant, OMS

DevOps Engineer

• Operate, maintain, and improve cloud infrastructure in AWS, Azure, or GCP environments.
• Manage and optimize Kubernetes clusters — deployment, scaling, patching, and upgrades.
• Ensure system availability, scalability, and performance through proactive monitoring and optimization.
• Maintain infrastructure-as-code (IaC) for consistent and repeatable deployments.
• Identify opportunities for operational automation to eliminate manual processes (“reduce toil”).
• Build and maintain automated pipelines for deployments, configuration, and remediation.
• Develop self-healing mechanisms to automatically detect and resolve common service issues.
• Design proactive monitoring, alerting, and observability dashboards (Dynatrace, DataDog).
• Collaborate with DevOps and development teams to build reliable, observable, and resilient systems.
• Monitor, troubleshoot, and resolve infrastructure and application issues.

Cloud Reliability Engineer

• Act as a trusted advisor to prospects and internal resources by understanding prospects business priorities, technology landscape and key stakeholder
• Develop discovery documents that reflect the understanding of prospects’ priorities, landscape, and requirements
• Compellingly demonstrate solution functionality and capability in the relation to prospect needs and how our solution differentiates the supply chain
• Translate customer requirements into deliverable solutions
• Field questions regarding associated applications in the areas of WMS and other systems impacting supply chain processes
• Collaborate with external partners and internal professional services teams to ensure solution design and fit.
• Complete the technical and functional requirements for RFP and help drive sales opportunities to successful completion