Company Description eClerx is a productized services company that combines skilled specialists, 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 robust 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 setting.
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