Senior Analyst

eClerxMH, IN23h ago

Full-timevia indeed

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Required Skills

data visualizationpower bitableau

*Candidate Profile \& Eligibility (We are Looking for)****Candidate Profile \& Eligibility Requirements**

**Education:** Graduate or post\-graduate in any stream/field.
**Domain Experience (Mandatory):** Minimum 5\+ years of experience in Telecom, ISP, Managed Services, Network Operations Centre (NOC), or Service Assurance environments — essential for understanding troubleshooting quality and operational decisions on technical tickets.
**Quality \& Governance Background:** Prior experience in Quality, Operational Governance, Service Assurance, or Technical Audit functions, with a minimum of 3 years in a dedicated audit or governance capacity.
**Leadership Experience:** Minimum 2 years of experience in team handling or a supervisory capacity (essential for driving governance routines, managing underperformance, and closing feedback loops with Operations).
**Flexibility:** Must be comfortable and flexible working in a 24/7 environment, including rotational night shifts.

**Telecom Domain Knowledge:** Working knowledge of IP, Ethernet, FTTx, Transport, Event Management, and Critical Infrastructure, sufficient to assess troubleshooting quality, ticket documentation, and operational decisions.
**Data \& Tools:** Hands\-on proficiency in Advanced Excel (Macros, Pivot Tables, VLOOKUP) or data visualization tools (Power BI / Tableau) to build and manage quality and governance dashboards independently.
**Service Assurance Quality Ecosystem:** Deep understanding of telecom service\-assurance quality measures such as Ticket Quality, Public Update (“Make Public”) Compliance, Escalation Compliance, RCA / RFO Quality, SOP \& Process Compliance, and SLA Compliance.

*Service Assurance \& Quality Governance (Key Roles \& Responsibilities)****1\. Service Assurance Quality**

**Audit \& Closed\-Loop Feedback:** Monitor, evaluate, and analyze technical tickets, troubleshooting steps, and customer communications for quality and compliance. Communicate findings and run a tight “closed\-loop” feedback mechanism with the Operations team to fix gaps immediately.
**Quality Scope Owned:** Own and govern Ticket Quality \& Documentation, Troubleshooting Quality, Public Update (“Make Public”) Compliance, Escalation Compliance, RCA / RFO Quality, SOP \& Process Compliance, Customer Communication Quality, High Severity / Hard Down ticket reviews, and Aging Ticket governance.
**Client \& Review Management:** Maintain and update tracking statuses across internal databases and client\-facing platforms. Lead the creation of Monthly and Quarterly Business Review (MBR/QBR) decks and represent the team on client calls.

**Aged Ticket Audits:** Perform daily audits of aged tickets (\>720 mins / \>1000 mins), alongside queue hygiene and backlog reviews.
**Ownership \& Assignment Compliance:** Govern assignment and ownership compliance and On\-Hold ticket governance across all queues.
**Escalation \& Repeat\-Issue Governance:** Track escalation timeline adherence and conduct repeat\-issue analysis to prevent recurrence.
**Queue Scorecards:** Publish weekly quality scorecards for each queue.

**Operational Dashboards:** Publish a Daily Queue Quality Dashboard, Public Update Compliance Dashboard, and Escalation Compliance Dashboard.
**Trend \& Backlog Reporting:** Produce RCA Trend Analysis, an Aging \& Backlog Quality Report, and a Weekly Operational Health Report.
**Monthly Service Assurance Report:** Publish a monthly Service Assurance report with improvement recommendations. Reporting must focus on identifying trends and driving corrective actions.
**Tooling \& Automation:** Leverage Advanced Excel (VLOOKUP, Pivot Tables, Macros) or BI tools (Power BI / Tableau) to architect, update, and automate the above dashboards and reports.

**Quality \& Compliance:** Ticket Quality Score, Public Update Compliance, Escalation Compliance, RCA Quality Score, and Documentation Accuracy.
**Operational Health:** SLA Compliance, Aging Ticket Compliance, Repeat Defect Rate, Process Compliance, and Audit Closure Effectiveness.