Global Telephony Operations Analyst
Aviso de fuente externaen HCLTech
Manage global mobile telephony services at HCLTech, coordinating SIM/eSIM requests, roaming, number porting, vendors, and ServiceNow tickets.
Salario
No especificado
Ubicación
Panama City, Panamá
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Global Telephony Operations Analyst
Panama City, Panamá
Descripción del empleo
About the role
HCLTech is seeking a Global Telephony Operations Analyst to manage and support global mobile telephony services. The role supports SIM/eSIM provisioning, roaming, number porting, replacements, and service terminations, while ensuring timely request fulfillment and compliance with operational procedures across multiple countries and telecom providers.
Responsibilities
- Handle telephony requests through ServiceNow (INC/RITM/TASK).
- Process new SIM, replacement SIM, eSIM, roaming, porting, and termination requests.
- Coordinate with telecom vendors, local IT teams, and country SPOCs for service fulfillment.
- Maintain accurate ticket updates, user inventories, BYOD records, and roaming trackers.
- Validate user details, approvals, and supporting documentation before processing requests.
- Monitor vendor responses and ensure timely issue resolution.
- Follow country-specific telecom procedures and escalation processes.
- Provide clear user communication and closure updates.
- Support knowledge management, process improvement, and documentation activities.
Requirements
- Experience with ServiceNow or similar ITSM tools.
- Knowledge of mobile telephony operations, SIM/eSIM management, roaming, and number portability.
- Strong communication and stakeholder management skills.
- Experience working with telecom vendors and service providers.
- Good knowledge of Microsoft Outlook, Teams, Excel, and SharePoint.
- Understanding of ITIL-based support processes.
- Experience supporting global telecom environments.
- Vendor management and escalation handling experience.
- Strong documentation and process compliance skills.
Datos clave
- The role manages global mobile telephony services, including SIM/eSIM provisioning, roaming, and number porting.
- Telephony requests are handled through ServiceNow (INC/RITM/TASK).
- Requirements include knowledge of mobile telephony operations and experience with ServiceNow or similar ITSM tools.
Preguntas frecuentes
What does the role involve?
It manages and supports global mobile telephony services, including SIM/eSIM provisioning, roaming, number porting, replacements, and service terminations.
What skills and experience are required?
The listing asks for experience with ServiceNow or similar ITSM tools, knowledge of mobile telephony operations, and strong communication and stakeholder management skills.
Which tools and processes are mentioned?
The role uses ServiceNow for telephony requests and calls for knowledge of Microsoft Outlook, Teams, Excel, SharePoint, and ITIL-based support processes.