Senior Analyst

Key Responsibilities

• Serve as the primary customer contact for US and international clients via phone, chat, email, and portals.
• Handle highpriority incidents and customer escalations, ensuring timely response and resolution.
• Provide whiteglove support to strategic and enterprise customers in coordination with NOC and Network Operations teams.
• Lead major incident management, including customer communication, stakeholder updates, and service restoration coordination.
• Work closely with internal teams (Network, Field Engineering, Customer Support, Billing) to resolve serviceimpacting issues.
• Create clear and accurate case notes, summaries, and customer updates in CRM and ticketing systems.
• Prepare postincident reports and RCAs; track corrective and preventive actions.
• Monitor escalation trends, SLA performance, and service quality to support continuous improvement.
• Follow established response playbooks, escalation protocols, and service assurance processes

Qualifications & Experience

• Bachelor’s degree in IT,, Telecommunications, or a related discipline (preferred).
• 2–6 years of experience in contact center / BPO / service desk operations, supporting global (US/international) customers.
• Prior experience in ISP, telecom, or data centre support environments is strongly preferred.
• Strong spoken and written English; ability to communicate clearly with global stakeholders.
• Demonstrated ability to manage customer escalations and highpressure situations professionally.
• Comfortable working in 247 rotational and night shifts aligned to US time zones.
• Handson experience with ticketing systems, case management, ACD platforms, and CRM tools 

• Understanding of incident management and SLAdriven support models.

   

Preferred Skills

• Exposure to network monitoring tools, outage dashboards, and service assurance metrics.
• Experience supporting enterprise or businesscritical services.
• ITIL or service management certification is a plus.