Process Specialist

Job Title: Process Specialist

Company: Infosys BPM

Job Location: Bangalore

Key Responsibilities

• Monitor centralized alarm systems in real time
• Respond to and validate alarm triggers using video systems
• Coordinate with emergency services as per protocols
• Perform remote diagnostics and troubleshooting
• Manage and track service tickets and escalations
• Maintain system configurations and perform audits
• Generate reports on alarms, response time, and trends
• Triage fraud alerts and exception queues
• Build case documentation and evidence
• Collaborate with stakeholders for resolution
• Generate reports and insights for senior leadership with focus on call for action
• Carry out one-off analysis for investigations
• Work in rotational shifts in 24/7 operations

Requirements & Tech Stack

• Experience: 2-4 years in alarm monitoring/security operations
• Demonstrated experience in owning and running projects independently
• Knowledge of retail/fraud & loss prevention/alarm monitoring and detection
• Ecommerce or Retail industry experience mandatory
• Skills:
• Expertise in Incident response; escalations, alarm systems & video monitoring
• Analytical decision-making
• Strong attention to detail, documentation and compliance experience
• Leverage data to identify opportunity areas, derive insights and identify patterns
• Ability to effectively communicate business problems, solutions, & results
• Proficient in Excel, PowerPoint
• Advanced skills in Deep dive and Root cause analysis
• Strong communication skills
• Excellent oral & verbal skills in English to contact customers via calls & emails
• Ability to work with stakeholders and bring a project to completion

Qualifications

• Any Full-time Graduates
• Qualification: Bachelors degree or higher in Engineering / Statistics / Mathematics / Economics / Operations Management / Computer Science / Business Management / Commerce

Notice Period: Immediate to 45 days

Shift Timings: Flexible for shifts (5 days WFO)