Process Manager

Job Title: Process Manager – IT Operations

Location: Madurai
Experience Required: 5+ Years
Employment Type: Full-time

Job Summary:

We are seeking a highly skilled Process Manager with 5+ years of experience in the IT sector to lead, optimize, and standardize business processes across IT operations. The ideal candidate will have a strong background in IT service management (ITSM), process improvement methodologies (e.g., ITIL, Six Sigma), and excellent analytical and leadership skills.

Key Responsibilities:

• Design, implement, and manage IT processes to ensure efficiency, consistency, and compliance with industry standards.
• Drive process improvement initiatives to reduce inefficiencies and improve service delivery across IT functions.
• Develop and maintain standard operating procedures (SOPs) for key IT processes (Incident, Problem, Change, Release, Asset, etc.).
• Ensure alignment of IT processes with ITIL framework and organizational goals.
• Work closely with cross-functional teams to identify process gaps and improvement opportunities.
• Lead root cause analysis and continuous improvement efforts for recurring issues.
• Monitor process performance using KPIs and metrics; generate reports for leadership.
• Manage stakeholder communication and change management efforts related to process changes.
• Conduct training and workshops to educate teams on new or updated processes.
• Support audits and ensure compliance with IT governance, risk, and compliance (GRC) requirements.

Key Requirements:

• Master's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in IT operations, process management, or service delivery roles.
• Strong understanding of ITIL framework (ITIL Foundation certification preferred).
• Proven experience in process mapping, re-engineering, and optimization.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Experience with data analysis and reporting tools (e.g., Excel, Power BI).
• Excellent analytical, problem-solving, and communication skills.
• Ability to manage multiple stakeholders and prioritize competing demands.
• Certification in Lean Six Sigma (Green Belt or higher) is a plus.

Preferred Skills:

• Experience in Agile/Scrum environments.
• Understanding of DevOps and automation in IT processes.
• Familiarity with compliance frameworks

Benefits:

• Competitive salary and performance bonuses
• Health insurance and wellness programs
• Professional development opportunities
• Flexible working hours / hybrid work model
• Collaborative work environment

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person