Process Lead

Order Fulfillment-Project Management

In the role of Senior Process Lead, you will execute transactions as per prescribed guidelines and timelines, review and validate inputs from other team members, support your manager in training activities and daily operations reviews, and help with escalation resolution with the objective of meeting 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 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 the 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.
• Perform project management in 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 work and break schedules established by the Workforce group in order to meet service levels
• Ability to ensure high levels of productivity and quality
• Contribute as an individual to boost team performance
• Assist with ad hoc administrative tasks as designated by the Team Leader
• Assist with reports assigned by the Team Leader
• Able to adhere to and report information security-related incidents without delay to the appropriate authority

Note

Applicants for employment in the U.S. must possess work authorization that does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting and working at a computer for extended periods. Candidates should be able to communicate by telephone, email, or face-to-face.