Databuzz is Hiring for Senior Process Specialist (IBM BPM Lombardi)

If Interested, Please mail your profile to [email protected] with the below details.

About DatabuzzLTD: Databuzz is a onestop shop for data analytics specialized in Data Science, Big Data, Data Engineering, AI & ML, Cloud Infrastructure, and DevOps. We are an MNC based in both UK and India. We are ISO 27001 & GDPR compliant.

Notice Period/LWD: Candidates serving notice period will be preferred.

Role:

Senior Process Specialist Client Operations & Technical Escalations

Experience: 5-8 years

Location: HYDERABAD

Role Overview:

Oversee daily process operations, monitor performance dashboards, and ensure SLA compliance. Provide technical support and guidance to the team, resolve client queries, and manage escalations. Mentor production specialists, conduct triage trainings, and build people capability to maintain superior customer service levels.

Key Responsibilities:

- Review daily transactions and performance parameters; monitor dashboards and team scores.
- Support team members with technical guidance and process compliance.
- Record, track, and document queries, resolutions,



and escalations.
- Ensure adherence to standard processes and SLAbased client query resolution.
- Analyze call logs to identify recurring issues and prevent future problems.
- Escalate redflag client issues to leadership for timely resolution.
- Provide product support through stepbystep troubleshooting and alternative solutions.
- Conduct scheduled followups and feedback calls to ensure SLA compliance.
- Mentor production specialists; identify skill gaps and conduct triage trainings.
- Stay current with product updates and enroll in clientrecommended trainings.
- Document common problems and recommend resolutions to improve team efficiency.
- IBM BPM IBM Lombardi
- Process Compliance & SLA Management
- Technical Escalation Handling
- Client Query Resolution & Documentation
- Team Mentoring & Capability Development

Good to Have:

- Exposure to workflow automation tools
- Knowledge of compliance frameworks (ISO, GDPR)
- Solid communication and clientfacing skills
- Training design and delivery experience

📌 IBM BPM IBM Lombardi (Hyderabad)
🏢 Databuzz
📍 Hyderabad