Process Manager

Job Summary

We are seeking a highly skilled Process Manager to join our team. The ideal candidate

will have a strong understanding of Six Sigma principles, methodologies, and tools, and

will be responsible for analyzing business processes to identify areas for improvement.

The Process Manager will work closely with Site Reliability Engineering (SRE) teams

and business units to ensure seamless process implementation and continuity. This role

will involve creating playbooks, implementing RACI charts, and improving incident

management systems to enhance overall efficiency and quality.

Key Responsibilities

• Six Sigma Expertise:
• Utilize Six Sigma principles and methodologies to analyze and identify
  
  

areas for process improvement.

• Implement process enhancements to improve efficiency, quality, and
  
  

overall business performance.

• Collaboration with SRE Teams:
• Work closely with SRE teams to ensure that processes are well-
  
  

documented and can be easily repeated once the contract is over.

• Collaborate with SRE and business teams to implement system-specific
  
  

RACI charts, workflows, and alarming protocols.

• Playbook and Knowledge Base Development:
• Develop comprehensive playbooks to enable L1 support teams to resolve
  
  

issues independently before escalating to higher levels.

• Create and maintain knowledge bases to support L1 teams in
  
  

troubleshooting and issue resolution.

• Assist in the selection and implementation of incident management
  
  

software to streamline operations.

• System and Process Improvement:
• Review existing incident management and ticketing systems and provide
  
  

recommendations for improvements.

• Propose changes to the support structure and team organization to
  
  

enhance operational efficiency.

Qualifications

• Strong understanding of Six Sigma principles, methodologies, and tools (Green
  
  

Belt or Black Belt certification preferred).

• Proven experience in process improvement and management.
• Excellent analytical and problem-solving skills.
• Experience working with SRE teams and implementing system-specific
  
  

processes.

• Strong communication and collaboration skills.
• Ability to create detailed documentation, playbooks, and knowledge bases.
• Familiarity with RACI charts, workflows, and alarming protocols.
• Demonstrates professionalism and respect when collaborating with internal and
  
  

external stakeholders.

Preferred Qualifications

• Experience in selecting and implementing incident management software.
• Familiarity with IT support structures and team dynamics.
• Project management experience