Senior Principal, Business Consulting - Telecom

Infosys Consulting’s CMT Practice is seeking a Senior Principal Level Management Consultant with experience across one or more domain areas in the Communications, Media and Technology industry, including Telecom Customer Care Operations, Telecom Service Operations and ServiceNow.

Responsibilities

The resource will work closely with NOC, ITSM, and Wireless IT teams to support implementation and adoption of capabilities such as:

• Alert & Event Intelligence
  • Event normalization and service-aware correlation
  • Alert noise reduction and grouping
• Incident Intelligence & Enrichment
  • Incident summarization (Now Assist)
  • Contextual enrichment and similar incident analysis
• Impact Scoring & Prioritization
  • Service-based impact scoring
  • Service and customer impact propagation
• AI-Driven Operations
  • Predictive Intelligence and event intelligence (AIOps)
  • AI-assisted triage, recommendations, and continuous improvement

Additionally, the role will support:

• Service modeling (TMF-aligned: CFS / RFS)
• CMDB and topology validation (CI relationships, service mapping)
• Data alignment required to enable OOTB capabilities and AI use cases

Role Structure

• Act as the on-site coordinator and execution lead
• Work directly with client stakeholders (NOC, ITSM, CMDB, Wireless IT)
• Operate under direction while overall engagement, stakeholder management, and solution direction remain led by the hiring manager

Requirements

• Strong background in Telecom operations (NOC / Core / ITSM)
• Experience with ServiceNow (ITSM, CMDB, Event Management / AIOps)
• Familiarity with service modeling, topology, and operational workflows
• Exposure to AI-driven operations or automation initiatives
• Strong client-facing and on-site engagement experience

Qualifications

• Bachelor’s degree or foreign equivalent in Electrical, Telecom, or Information Technology Engineering
• Minimum 9 years of experience with Operational Technologies within the Communications Sector
• At least 3 years’ experience designing, implementing, or managing platforms for CSP providers using MS Dynamics, Salesforce, ServiceNow, Oracle/SAP for above process areas
• Ability to develop business process and system use cases
• Ability to create As-Is and To-Be Process and Use Case documents
• Ability to guide, mentor, and review end-to-end solutions
• Excellent analytical and communication skills
• Ability to travel as needed (typically up to 4 days/week) to client locations
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship

Preferred Qualifications

• MBA with an advanced degree or equivalent experience in Communications, Media, or Entertainment business
• At least 3 years’ experience managing operations or analyzing and implementing process optimizations across CRM, customer care operations, Service Operations, ERP, and supply chain
• At least 3 years of experience in implementing and enhancing industry-standard products for CSP operations
• Experience and desire to work in a consulting environment that requires regular travel
• Experience of at least 1 or 2 full-cycle implementations for a CSP with hands-on functional and deployment experience
• Experience in a CSP in North America across Mobility or Wireline networks

Pay

The estimated total annual compensation (Base + Bonus) range for candidates based out of NJ, IL, NY, CA & WA will be $210,000 - $256,667.

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.