In the role of Continuous improvement and Automation Manager, we'll count on you to: Primary responsibility is to drive efficiency within GTG. This role doesn't just fix broken processes; it will be responsible to reimagine how work gets done by blending Lean methodologies with modern technology. • Process Optimization: Lead the identification, scoping, and implementation of process improvement initiatives using methodologies like Lean, Six Sigma, etc. • ITSM Optimization: Streamline Service Desk operations to reduce Mean Time to Resolve (MTTR) and improve First Call Resolution (FCR). • AIOps & Observability: Partner with Infrastructure teams to implement self-healing systems and automated incident response triggers. • Technical Debt Reduction: Identify legacy processes or "shadow IT" workflows that can be consolidated into enterprise automations. • Automation Delivery: Oversee the lifecycle of automation projects-from initial assessment and project plan to UAT and deployment. • Automation Strategy: Evaluate business workflows to identify high-ROI opportunities for automation (AI, and workflow integrations). • Change Management: Act as a bridge between technical teams, ensuring smooth adoption of new tools and cultural buy-in for the changes. • KPI Management: Establish and track metrics for operational efficiency, such as MTR, Uptime, and ROI on automation investments. • Collaboration: Partner with other GTG groups to ensure automation projects align with broader company goals get prioritized according to value. This on-site role supports 24/7 operations through real-time collaboration. Standard shifts occur within a 6:00 AM - 6:00 PM window, Monday through Friday. Additionally, this position requires scheduled on-call flexibility and the ability to remain reasonably reachable during off-hours for critical business continuity. Preferred Qualifications • Understanding and experience in the use of API • Bachelor's degree in computer MIS, Computer Science, or related field • Specific experience with technology systems utilized in multiple discipline • Exposure to international operations desirable Required Qualifications • Associate degree in computer science, information technology or related field. Equivalent relevant experience may be substituted in lieu of degree • Minimum 5 years in process improvement, operations management, or business transformation. • Technical Savvy: Understanding of automation tools (e.g., Power Automate, Agents) and data visualization tools (e.g., Power BI). • Methodology: Certification in Lean Six Sigma (Green or Black Belt) is highly preferred. • Analytical Mindset: Ability to translate complex problems into actionable efficiency plans. • Communication: Exceptional ability to work with diverse groups and lead them toward a common goal.