Hi
My name is Rohit Chauhan, and I am a Staffing Specialist at Novia Infotech LLC. I am reaching out to you on an exciting job opportunity with one of our clients.
Job Title: Analyst – Service Engagement & Operations (Telecom)
Location:
Plano, TX (Onsite)
Job Overview
We are looking for a motivated Analyst – Service Engagement & Operations to support end-to-end customer engagement and service delivery operations within the telecommunications domain. The analyst will act as a key operational liaison between customers, internal teams, and vendors, ensuring smooth service provisioning, migrations, and decommissioning activities.
The role focuses on order management, service coordination, issue resolution, and customer satisfaction throughout the service lifecycle. The ideal candidate should have strong communication, coordination, and analytical skills along with exposure to telecom operations or service delivery environments.
Key Responsibilities
- Serve as the primary point of contact for customers during service provisioning, decommissioning, and migration activities while ensuring clear communication and timely updates.
- Manage and track customer engagements and service orders to ensure successful delivery and high customer satisfaction.
- Submit, monitor, and track migration and disconnection orders in customer systems while ensuring accuracy and completion within timelines.
- Coordinate with internal teams, vendors, and technical stakeholders to resolve service provisioning and order-related issues.
- Monitor post-provisioning and decommissioning activities to ensure seamless customer transitions aligned with project plans.
- Respond to customer inquiries, support tickets, and service requests, providing timely troubleshooting and resolution.
- Identify risks, delays, or service gaps and escalate complex issues through defined escalation processes.
- Maintain accurate documentation of orders, issues, resolutions, and customer interactions in operational tracking systems.
- Prepare reports, dashboards, and operational trackers related to fulfillment progress and service delivery performance.
- Conduct post-cutover follow-ups with customers to evaluate satisfaction with migration from legacy to target platforms.
- Track and analyze Customer Satisfaction (CSAT) metrics across telecom wireline and related products.
- Ensure all service activities comply with organizational standards, customer requirements, and Service Level Objectives (SLOs).
Required Skills & Competencies
- Strong verbal and written communication skills with a customer-focused approach.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong problem-solving and coordination skills with high attention to detail.
- Experience working with order management, ticketing systems, tracking tools, and reporting platforms.
- Ability to collaborate with cross-functional and technical teams.
- Basic understanding of telecom operations, service delivery, and data analytics.
Education & Experience
- Bachelor’s Degree or equivalent preferred.
- 2–4 years of experience in operations, service delivery, telecom support, or customer engagement roles.
- Experience in telecom migration programs, order fulfillment, service operations, or customer support is a plus.
- Fresh graduates with strong analytical and communication skills may also be considered.
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Rohit Chauhan IT Recruiter A: 4421 Avenida Ln, McKinney, TX, 75070
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