Senior Process Consultant

Location- Gurugram(Work from Office)

Role Overview

The Senior Process Consultant Product Operations is a technical product-support and operations role responsible for managing production issues, triaging and validating product behavior, coordinating issue resolution, and ensuring timely closure of tickets. The role will work closely with Product, Technology, Operations, QA, and other stakeholders to investigate market issues, support UAT of product features, validate end-to-end scenarios, and maintain strong control over ticket TAT and service quality.

Key Responsibilities

• Perform first-level technical triage to understand issue, assess severity & business impact, route issues to appropriate teams.
• Validate reported product behavior against expected behavior, business rules, process flows.
• Reproduce issues and test relevant positive, negative, end-to-end scenarios to identify the root cause or narrow down the problem.
• Create, update, monitor and close JIRA tickets in line with defined processes, ensuring clear issue descriptions, evidence, ownership, status, priority and resolution details.
• Control and monitor ticket TAT, proactively follow up on aging tickets, highlight SLA/TAT risks and drive timely resolution and closure.
• Support in UAT for new product features, enhancements, fixes and process changes.
• Coordinate with Product, Engineering/Technology, QA, Operations and other stakeholders to investigate issues and validate fixes.
• Perform post-fix validation and regression testing to confirm that issues are resolved without adversely impacting existing product functionality.
• Maintain clear and timely communication through email, ticketing systems, meetings, and other agreed channels.
• Use Salesforce to investigate cases, understand customer/process context, and support issue analysis and resolution.
• Identify recurring issues, process gaps, and opportunities for product/process improvements; contribute to preventive and corrective actions.
• Prepare and share issue updates, ticket status, risks, trends, and escalations with relevant stakeholders and management.

Technical & Functional Skills

• Strong understanding of production issue management, incident/issue triage, and structured problem solving.
• Strong ability to validate product behavior and distinguish between expected and unexpected outcomes.
• Good understanding of software testing concepts, test cases, test scenarios, regression testing, and UAT.
• Hands-on understanding of JIRA or similar ticketing/issue-management tools and ticket lifecycle processes.
• Working knowledge of Salesforce or similar CRM platforms.
• Understanding of dialer processes and associated operational workflows.
• Comfortable working with technical teams and understanding application/product workflows, integrations, and functional dependencies.

Stakeholder & Communication Skills

• Strong verbal and written communication skills with the ability to explain technical/product issues in a clear and structured manner.
• Strong stakeholder management skills, including coordination across Product, Technology, QA, Operations, and business teams.
• Ability to manage multiple issues simultaneously, prioritize based on business impact and urgency, and maintain clear ownership.
• Strong escalation and follow-up skills, especially for critical or aging production issues.
• Ability to communicate issue status, impact, risks, dependencies, and next steps to both technical and non-technical stakeholders.

Education & Experience

• Minimum 3 years of relevant experience in Product Operations, Technical Operations, Production Support, Application Support, QA/UAT, Business/Process Consulting, or a similar role.
• Bachelors degree in B.Tech / B.E., BCA, MCA, or another relevant technical discipline.
• Experience working with production/market issues and cross-functional teams is strongly preferred.
• Experience in a fast-paced environment where ticket TAT/SLA, issue prioritization, and stakeholder communication are critical.