Senior Process Lead

Job Description

Order Fulfillment-Project Management Senior Process Lead Location: 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

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• 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. Who We Are: 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 38 delivery centers in 13 countries spread across 5 continents, with 60,966 employees from 104 nationalities, as of September, 2025. 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 and associations like the Outsourcing Center, SSON, and GSA, among others. 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, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists. EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.    

State / Region / Province

Anywhere in the US and/or Remote

Country

USA

Interest Group

IBPO USA

Job Role

Senior Process Lead

Company

IBPO USA

Work Location

Anywhere in the US and/or Remote

Domain

Telecom

External Job Title

Sr Process Lead Apply To This Job