Senior Process Lead

Role Description

In the role of Senior Process Lead, you will execute transactions as per prescribed guidelines and timelines, review and validate 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.

• 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

• High School Diploma or GED equivalent.
• At least 6 years of relevant work experience.

Requirements

• 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 made by the Work Force group to meet service level.
• Ability to ensure high levels of productivity and quality.
• Contribute as an individual to boost the 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.

Company Description

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

• Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
• Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March 2026.
• 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.
• Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.
• The company has consistently been ranked among the top employers of choice, based on its industry-leading HR best practices.