STR Process Lead

The STR Process Lead executes defined processes and supports documentation, transition reviews, validation, and quality compliance. The role bridges project delivery and operational readiness to ensure services meet business, technical, and customer expectations before launch.
The role covers four primary domains:
1. Service Transition Management
2. Service Validation and Testing
3. Quality Management
4. Continual Service Improvement (CSI)

Roles and Responsibilities

A. Core Responsibilities
● Execute STR and quality management processes according to defined standards and frameworks.
● Provide process documentation, audit inputs, and compliance tracking.
● Perform data analysis and root cause identification from reviews and assessments.
● Develop and recommend corrective/preventive actions (CAPA) to mitigate service transition risks.
● Communicate analysis, process gaps, and resolutions to stakeholders.
● Gather and analyze feedback from customers, end users, and business stakeholders to drive improvement initiatives aligned with business priorities.
● Support implementation of continuous improvement and service optimization activities.

B. Key Process Areas

1. Service Transition Management
● Assist in planning and coordination of service transitions, including change, release, and readiness activities.
● Ensure transition deliverables (documentation, training, monitoring setup, and sign-offs) are completed before go-live.
● Track readiness activities, risk logs, and mitigation plans.
● Coordinate with Product, Engineering, QA, and Operations for seamless handovers to BAU.
● Monitor hypercare and early-life support performance metrics post-launch.

Service Validation
● Support the development and execution of test and validation plans to ensure readiness and design compliance.
● Coordinate and document UAT execution, defects, and resolution outcomes.
● Communicate validation status and results to project and service stakeholders.
● Facilitate acceptance sign-offs based on validation outcomes.

3. Quality Management
● Assist in implementing quality frameworks and process compliance activities.
● Conduct checks and reviews on readiness deliverables, documentation, and service transition artifacts.
● Collect and analyze process performance data for dashboards and audits.
● Support corrective and preventive actions to address quality findings.
● Maintain version-controlled documentation for audit and traceability.

4. Continual Service Improvement (CSI)
● Identify and log improvement opportunities based on incident trends, transition outcomes, and stakeholder feedback.
● Track CSI initiatives, improvement action items, and progress metrics.
● Collaborate with Service Management, QA, and SRE to align CSI initiatives with business priorities.
● Contribute to the STR Knowledge Hub for lessons learned and process enhancements.