01Overview
Senior Analyst Description Key Responsibilities Serve as the primary customer contact for US and international clients via phone, chat, email, and portals. Handle highpriority incidents and customer escalations, ensuring timely response and resolution. Provide whiteglove support to strategic and enterprise customers in coordination with NOC and Network Operations teams. Lead major incident management, including customer communication, stakeholder updates, and service restoration coordination. Work closely with internal teams (Network, Field Engineering, Customer Support, Billing) to resolve serviceimpacting issues. Create clear and accurate case notes, summaries, and customer updates in CRM and ticketing systems. Prepare postincident reports and RCAs; track corrective and preventive actions. Monitor escalation trends, SLA performance, and service quality to support continuous improvement. Follow established response playbooks, escalation protocols, and service assurance processes Qualifications & Experience Bachelors degree in IT,, Telecommunications, or a related discipline (preferred). 26 years of experience in contact center / BPO / service desk operations, supporting global (US/international) customers. Prior experience in ISP, telecom, or data centre support environments is strongly preferred. Strong spoken and written English; ability to communicate clearly with global stakeholders. Demonstrated ability to manage customer escalations and highpressure situations professionally. Comfortable working in 247 rotational and night shifts aligned to US time zones. Handson experience with ticketing systems, case management, ACD platforms, and CRM tools Understanding of incident management and SLAdriven support models. Preferred Skills Exposure to network monitoring tools, outage dashboards, and service assurance metrics. Experience supporting enterprise or businesscritical services. ITIL or service management certification is a plus. .
