It was a very interesting and nice experience. Infosys is my first employer. I went through several interviews with other companies in the region and Infosys made the most professional and demanding impression. Even though I had many job opportunities, my decision fell in favor of the Infosys offer due to the positive impression during all the interviews.
As a Team Lead, I am responsible for a team of 15 people, whose job it is to handle technical support calls. The team leader role includes supporting the team with both technical and software tools management, and leading the team in a way that the team meets the required goals. Other responsibilities include providing technical and soft skills trainings, monitoring calls and afterwards coaching sessions with team members. Also, meetings are held on a regular daily/weekly basis with my supervisors where results are overviewed, plans are made for the upcoming days, new ideas are introduced and so on.
The greatest challenge is to manage a team consisting of 15 members, who all have their individuality and their specifics in terms of character. It requires a special approach to every person. In my previous role, I worked as an advisor and some of the achievements were different kinds of awards for achieving very good results or supporting colleagues.
At first, soft skills and customer service training led by a Soft Skills training manager from the Infy Indian headquarters, and a short introduction in general IT fundamentals. When the basics were learned, we then attended an intensive training course to acquire technical knowledge necessary for the role of a technical advisor, which was led by a trainer from Ireland. Further training was done on the job, either with an instructor (mainly trainer led) or self-guided trainings (online course). In my new role as a Team Lead, other training courses are planned - advanced coaching necessary for managing team members.