Operations Analyst

• *Proximus Global**, combining the strengths of **Telesign, BICS, and Route Mobile**, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world’s largest companies and emerging brands. Our unrivaled global reach empowers businesses to create engaging experiences with built\-in fraud protection across the entire customer lifecycle.

Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalized omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000\+ destinations, we honor our commitment to connect, protect and engage everyone, everywhere.

#### **Key Highlights**

• Powering over **13 billion** digital communications each month.
• Supporting **3,500\+ active customers** — including enterprises, OTTs, and mobile operators — through a presence in **50\+ global offices** across 100\+ countries.
• Managing **50% of the world’s roaming data traffic** and connecting 150 million IoT devices.
• Driving innovation in **5G, private networks, and IoT enablement**, positioning Proximus Global as a leader in next\-generation communication technologies.
• Committed to a unified vision, Proximus Global is unlocking new opportunities and enabling seamless global communications for businesses worldwide.

• *Operations Analyst**

• *Function: Operations**

• *Reports To: AVP – Operations**

• *Location: RM Mumbai HQ**

• *About the Role**

We’re looking for an Operations Analyst to sit at the core of our ops function \- someone who can turn raw operational data into clear, actionable insights. This isn’t a customer support role. You’ll be working internally, keeping our Support, NOC, and Delivery Ops teams sharp by tracking what’s happening, flagging what’s going wrong, and helping us stay on top of our commitments to clients.

• *What You’ll Do**

Own SLA tracking across operational teams \- monitor adherence, flag breaches early, and maintain weekly/monthly reporting

Analyse support ticket trends \- identify recurring issues, spot process gaps, and surface patterns that matter

Manage CSAT/DSAT data \- collate survey responses, prepare structured reports, and feed findings into improvement initiatives

Prepare operational dashboards and MBR/QBR data packs for leadership and client reviews

Coordinate across Support, NOC, and Delivery Ops to chase down open actions, track escalations, and ensure nothing falls through the cracks

Maintain and improve existing reporting templates and tracking frameworks

Support process documentation for key operational workflows

• *What We’re Looking For**

2–4 years in an operations, analytics, or process support role \- preferably in telecom, tech, or a CPaaS environment

Strong Excel skills are non\-negotiable

Someone who’s comfortable working with multiple teams without needing a lot of hand\-holding

Good written communication \- you’ll be putting together reports that go up to senior leadership

Detail\-oriented but not someone who gets lost in the weeds \- you need to know what matters

Familiarity with ITSM or ticketing tools (Odoo, Salesforce, Jira, Zendesk, or similar) is helpful

• *Good to Have**

Exposure to A2P SMS, WhatsApp Business, RCS, or Email messaging platforms

Experience working with monitoring tools like Grafana or Nagios

Understanding of CPaaS operations or enterprise telecom services

#### **Why PXS Global?**

• **Global \& Inclusive** – Work with diverse teams across 100\+ countries, embracing a truly international culture.
• **Growth\-Focused** – Develop your career through tailored learning, leadership programmes, and internal mobility.
• **Innovation\-Driven** – Contribute to cutting\-edge projects in 5G, IoT, and next\-gen communication technologies.
• **Flexible Workstyle** – Enjoy hybrid working with the option to work remotely and even from abroad for up to 10 days a year.
• **Efficient \& Scalable** – Be part of a company that values simplicity, operational excellence, and smart growth.
• **Comprehensive Benefits** – Enjoy a competitive and thoughtfully designed salary package, with a wide range of benefits.

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