Key Responsibilities
- Lead and mentor a team of L1 Operations Specialists.
- Monitor daily queue health and workload distribution.
- Conduct shift briefings and operational handovers.
- Provide real-time coaching and floor support.
- Monitor adherence to schedules and productivity targets.
- Support onboarding and training of new team members.
- Handle complex contractor validation scenarios.
- Review and approve exception requests.
- Coordinate with field operations, engineering, and customer teams.
- Ensure critical work authorizations are completed within SLA.
- Perform operational risk assessments when required.
- Review audit findings and implement corrective actions.
- Identify and support AI-enabled and automation-led transformation initiatives.
- Serve as the primary escalation point for L1 analysts.
- Provide operational insights and trend analysis.
Required Qualifications
- Bachelor's degree preferred.
- 5–7 years of experience in telecom operations, network provisioning, service orchestration, or NOC.
- Minimum 2 years of team leadership experience.
- Readiness to work in 24x7 environment
Preferred Skills
- Strong understanding of telecom service activation and provisioning.
- Knowledge of network operations and governance processes.
- Experience with workflow and ticketing systems.
- Working knowledge of ITIL Incident and Change Management.
- Strong analytical and decision-making skills.
- Excellent stakeholder communication.
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.
Skills Required
- 5-7 years experience in telecom operations, network provisioning, service orchestration, or NOC
- Minimum 2 years of team leadership experience
- Readiness to work in a 24x7 environment
- Bachelor's degree
- Strong understanding of telecom service activation and provisioning
- Knowledge of network operations and governance processes
- Experience with workflow and ticketing systems
- Working knowledge of ITIL Incident and Change Management
- Strong analytical and decision-making skills
- Excellent stakeholder communication
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
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