Company Description eClerx is a productized services company that combines skilled professionals, advanced technology, and deep domain expertise to help clients achieve stronger business outcomes. The organization focuses on delivering high-quality solutions in technology, data analytics, and process management. Its mission is to set the standard for exceptional client service and measurable success across the industry.

With a vision to be the innovation partner of choice, eClerx works closely with global clients to optimize operations and drive continuous improvement. Team members join a culture that values collaboration, problem-solving, and innovation.

Role Description The Senior Analyst – Service Orchestration is a full-time, on-site role based in Mumbai. This role is responsible for overseeing end-to-end service delivery processes, coordinating customer support activities, and ensuring consistent, high-quality service outcomes. Day-to-day tasks include analyzing service performance data, identifying process gaps, and implementing improvements to enhance customer satisfaction.

The Senior

Analyst will collaborate with cross-functional teams, handle escalations,



and ensure timely resolution of customer issues. Additional responsibilities include documenting workflows, contributing to service-level reporting, and supporting continuous optimization of service orchestration practices.

Qualifications

- Candidates should possess strong Customer Support and Customer Service skills.
- Candidates should possess proven Customer Satisfaction focus and Analytical Skills.
- Candidates should possess clear and professional Communication skills.
- Experience in service operations, process management, or service orchestration in a technology or analytics-driven environment.
- Ability to work with data, generate insights, and present findings to stakeholders.
- Robust problem-solving abilities and attention to detail, with a commitment to continuous improvement.
- Bachelor’s degree in business, technology, engineering, or a related field; relevant certifications in service management (e.g., ITIL) are an advantage.
- Comfort working on-site in Mumbai and collaborating with diverse, cross-functional teams.

📌 Senior Analyst – Service Orchestration (Mumbai)
🏢 eClerx
📍 Mumbai