Senior Analyst

Key Responsibilities

Field Activity Support

• Handle inbound calls from field technicians and contractors. 
• Validate contractor identity using approved authentication procedures. 
• Verify work orders and maintenance requests. 
• Perform asset eligibility and authorization checks. 
• Approve or reject work requests based on defined SOPs. 
• Support activities such as LRE (Non-Service affecting), PSA (Potentially Service affecting), and SA as assigned. 
• Process transactions accurately in the ACME platform or equivalent operational systems. 
• Manage contractor check-in and check-out processes. 
• Maintain accurate operational records and notes. 

Operational Governance

• Ensure real-time logging of every customer interaction and transaction. 
• Maintain complete audit trails for all activities. 
• Report suspected security or compliance issues immediately. 
• Resolve standard operational queries during the first interaction whenever possible. 
• Ensure timely updates throughout the work authorization process. 
• Adhere to security, compliance, and governance standards. 
• Participate in quality audits and coaching sessions. 

Required Qualifications

• Graduate in any discipline (Engineering preferred). 
• 4+ years of experience in telecom operations, NOC, service desk, contact center, or network provisioning. 
• Excellent verbal and written communication skills. 
• Comfortable working in rotational 24x7 shifts. 

Preferred Skills

• Knowledge of telecom terminology. 
• Basic understanding of network technologies. 
• Experience with ticketing or workflow tools. 
• Familiarity with ITIL processes.