Senior Analyst

Escalation/SO Engineer with a strong background in Contact center / BPO / call center supporting Data Centre operations or Internet Service Provider (ISP) environments. The ideal candidate should have demonstrated experience in managing large-scale service desk operations, handling high-severity incidents, and overseeing escalation processes in mission-critical infrastructure environments. Exposure to ITIL practices, 24x7 operational support models, and service assurance within Data Centres or ISPs is highly preferred.

Key Responsibilities:

• Act as the primary point of contact for customer issues, ensuring timely acknowledgment, investigation, and resolution via inbound calls / chats / emails.
• Engage with NOC team leads and supervisors (Transport/FTT/CI/E-IP) as needed to provide white gloved experience to strategic customers.
• Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.
• Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers.
• Write and publish incidence summary for all client interactions in ticket management tool and internal portals 
• Identify and prepare root cause analysis (RCA) and work with relevant teams to implement corrective and preventive actions.
• Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
• Maintain client response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
• Collaborate with internal teams to maintain high customer satisfaction
• Prepare post-incident reports and presentations for internal review and external communication as needed.

Qualifications:

• Bachelor’s degree in Information Technology, Telecommunications, Engineering, or related field.
• 1 to 4 years of experience in inbound or outbound contact center / BPO providing technical support, service delivery or network operations, preferably in the ISP or telecom industry.
• Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders.
• Proven experience handling escalations and leading cross-functional resolution efforts under pressure.
• Ability to defuse and calm intensified situations
• Strong analytical and problem-solving abilities with a customer-first mindset.
• Experience with incident management tools, ticketing systems, and escalation tracking dashboards.
• ITIL or related service management certification is a plus.

Preferred Skills:

• Familiarity with network monitoring systems, outage dashboards, and SLAs.
• Experience working with enterprise customers operations or managing business-critical service disruptions.

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.