Senior Analyst
eClerxMumbai, Maharashtra, India
Posted April 2, 2026
Full Time
About the Company
eClerx is a productized services company offering a wide range of solutions including financial services, digital analytics, CRM, and knowledge process outsourcing. With a focus on combining people, technology, and domain expertise, eClerx aims to set industry benchmarks for client service and innovation in technology, data analytics, and process management.
Job Description
Escalation/SO Engineer required for 24x7 rotational shift in Airoli, Navi Mumbai, India. The ideal candidate has 1-4 years of experience in contact center, BPO, or ISP environments with a strong background in ITIL practices and service assurance.
Requirements
- 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
- 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
Benefits
- Generous Paid Time Off
