Senior Analyst

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    "ExternalDescriptionStr": "<p><span style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">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.</span></span></p>",
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    "ExternalQualificationsStr": "<p><span style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\"><strong>Qualifications:</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Bachelor’s degree in Information Technology, Telecommunications, Engineering, or related field.</span></li><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">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.</span></li><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders.</span></li><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Proven experience handling escalations and leading cross-functional resolution efforts under pressure.</span></li><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Ability to defuse and calm intensified situations</span></li><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Strong analytical and problem-solving abilities with a customer-first mindset.</span></li><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Experience with incident management tools, ticketing systems, and escalation tracking dashboards.</span></li><li style=\"color: black;\"><p><span lang=\"EN-IN\" style=\"font-size: 12pt;\">ITIL or related service management certification is a plus.</span></p><p>&nbsp;</p></li></ul><p><span style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\"><strong>Preferred Skills:</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Familiarity with network monitoring systems, outage dashboards, and SLAs.</span></li><li style=\"color: black;\"><span lang=\"EN-IN\" style=\"font-size: 12pt;\">Experience working with enterprise customers operations or managing business-critical service disruptions.</span></li></ul>",
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    "OrganizationDescriptionStr": "<p><span class=\"cf0\">eClerx</span><span class=\"cf0\"> 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.</span></p>\n<p><span class=\"cf0\">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.</span></p>\n<p></p>",
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