Senior Analyst

eClerx Mumbai is hiring a Service Orchestration Engineer to support US and international enterprise customers in ISP / Data Centre environments. This role is suited for professionals with strong contact center / BPO Voice support experience, comfortable handling high severity incidents, customer escalations, and real time service disruptions in a fast paced global operations setting. The role requires excellent English communication, strong customer focus, and the ability to work effectively across global teams while delivering a consistent, high quality customer experience.

Key Responsibilities

• Serve as the primary customer contact for US and international clients via phone, chat, email, and portals.

• Handle high‑priority incidents and customer escalations, ensuring timely response and resolution.

• Provide white‑glove 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 service‑impacting issues.

• Create clear and accurate case notes, summaries, and customer updates in CRM and ticketing systems.

• Prepare post‑incident 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