Job details
Job Role
Process Lead - US
Work Location
Anywhere in the US and/or Remote
State / Region / Province
Anywhere in the US and/or Remote
Country
USA
Domain
Operations
Interest Group
IBPO USA
Company
IBPO USA
Requisition ID
151654BR
Order Fulfillment-Project ManagementSenior Process LeadLocation: Remote
In the role of Senior Process Lead, you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.
Responsibilities and Duties - Conduct regular reviews of customers' orders and move it 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 for all issues.
- 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 other stakeholders as needed, via calls, emails, chats, and meetings.
- Identify and escalate out-of-scope product/service requests to the appropriate process owners.
- Project Management in the Order fulfillment
Qualifications
Basic - High School Diploma or GED equivalent
- At least 6 years of relevant work experience
Qualifications
Preferred - Able to maintain password integrity
- Ensure non-disclosure of any client specific information
- Meet set KPIs
- Able to meet set goals for Reliability, Efficiency and Quality
- Able to comply with the work / break schedules that will be made by the Work Force group in order to meet service level
- Ability to ensure high levels of productivity and quality
- Contribute as an individual to boost performance of the team
- Assist with ad hoc administrative tasks as designated by Team Leader
- Assist with reports assigned by Team Leader
- Able to adhere to and report information security related incidents without any delay to the right authority. i.e. All information-related incidents, losses
Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods. Should be able to communicate by telephone, email, or face-to-face.
