Sr Process Lead

Location: Remote

About the role

In this role, you will execute transactions as per prescribed guidelines and timelines, review and validate inputs from team members, support your manager in training activities and daily operations reviews, and help resolve escalations with the objective to meet service level agreement targets within the guidelines, policies, and norms of Infosys.

Responsibilities

• Conduct regular reviews of customers’ orders and move them through the process with precision and adherence to established guidelines.
• Manage orders throughout the provisioning lifecycle, including monitoring progress, escalating milestone delays, and ensuring timely updates.
• Oversee site readiness activities, ensuring all prerequisites are met for successful circuit delivery.
• Coordinate test and turn-up readiness, including scheduling and stakeholder alignment.
• Handle Ticketing Process: monitor ticket statuses, escalate issues as needed, and ensure timely resolution for all tickets created in all ticketing systems.
• Process Move, Add, Change, Disconnect (MACD) service requests efficiently and accurately.
• Maintain consistent and proactive communication with all stakeholders, including Solution Providers, End Customers, Channel Managers, and others via calls, emails, chats, and meetings.
• Identify and escalate out-of-scope product/service requests to the appropriate process owners.
• Assist with project management in order fulfillment.
• Contribute as an individual to boost team performance.
• Assist with ad hoc administrative tasks and reports as designated by the Team Leader.
• Adhere to and report information security-related incidents without delay to the appropriate authority (e.g., all information-related incidents or losses).

Requirements

• Basic High School Diploma or GED equivalent.
• At least 6 years of relevant work experience.
• Able to maintain password integrity.
• Ensure non-disclosure of any client-specific information.
• Meet set KPIs and goals for Reliability, Efficiency, and Quality.
• Comply with work/break schedules set by the Work Force group to meet service levels.
• Ability to ensure high levels of productivity and quality.
• Ability to communicate by telephone, email, or face-to-face.
• Must possess work authorization in the U.S. that does not require employer sponsorship for a visa (H1B or otherwise).
• The job entails sitting and working at a computer for extended periods.

About the company

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, addressing business challenges for its clients.

Infosys BPM operates 42 delivery centers in 14 countries across 5 continents, with 60,530 employees from 105 nationalities. The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years from key industry bodies such as the Outsourcing Center, SSON, and GSA.

The company is also recognized for its robust people practices, having won various HR-specific awards and consistently ranked among the top employers of choice due to its industry-leading HR best practices.