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.
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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.
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Preferred Skills
* Knowledge of telecom terminology.
* Basic understanding of network technologies.
* Experience with ticketing or workflow tools.
* Familiarity with ITIL processes.
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eClerx is a global leader in productized services, bringing together people,
technology and domain expertise to amplify business results. Our miss
📌 Senior Analyst (Mumbai)
🏢 eClerx
📍 Mumbai