Senior Analyst

Key Responsibilities

JOB DESCRIPTION

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.
  
  

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.