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.