Service Process Excellence Lead
Tiger Analytics · IT Services & Consulting
- Chennai.Bangalore.Hyderabad
- On-site
- Posted about a month ago
- Operations & Supply Chain
About the job
We are looking for an experienced Service Process Excellence Lead to join our Autonomous Service Management (ASM) team. The ASM offering focuses on transforming Service and Support operations through AI-driven automation, self-healing systems, and conversational agents that deliver always-on, predictive support experiences for DataOps, Model Management or IT Application support. The Process Excellence Lead will play a pivotal role in ensuring that the underlying service management processes are well-defined, efficient, and ready to leverage next-generation AI capabilities.
Key responsibilities
Assess current IT / Support / DataOps / PlatformOps service processes (incident management, issue triaging and routing, observability etc) for efficiency, consistency, and automation opportunities
Establish process governance, roles, and ownership for ongoing service improvements.
Partner with AI teams to understand and translate process flows / logic into automation rules or agent behaviours Define and track measurable KPIs and success metrics (MTTR, first-contact resolution, automation rate, etc.) Drive periodic support process reviews, RCA of inefficiencies, and continuous improvement cycles Contribute to creation of reusable process templates and best-practice playbooks for ASM engagements