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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.