Job Summary
The Global Telephony Operations Analyst manages and supports mobile telephony services across multiple countries and telecom providers. Responsibilities include SIM and eSIM provisioning, roaming activation, number porting, replacements, and service terminations. The role ensures timely request fulfilment, effective vendor coordination, accurate ServiceNow ticket management, and compliance with established operational procedures.
Key Responsibilities
Manage telephony incidents, requests, and tasks through ServiceNow (INC, RITM, and TASK). • Process requests for new and replacement SIM cards, eSIMs, roaming services, number porting, and service terminations. • Coordinate with telecom vendors, local IT teams, and country SPOCs to ensure timely service fulfilment. • Maintain accurate ticket updates, user inventories, BYOD records, and roaming trackers. • Verify user details, approvals, and supporting documentation before processing requests. • Monitor vendor responses, resolve issues promptly, and escalate delays when required. • Follow country-specific telecom procedures and established escalation paths. • Provide users with clear progress updates and closure communications. • Contribute to knowledge management, process improvement, and operational documentation.
Skill Requirements
Hands-on experience with ServiceNow or a comparable IT service management tool. • Working knowledge of mobile telephony operations, including SIM and eSIM management, roaming, and number portability. • Strong communication and stakeholder management capabilities. • Experience coordinating with telecom vendors and service providers. • Proficiency in Microsoft Outlook, Teams, Excel, and SharePoint. • Understanding of ITIL-based support processes. • Experience supporting global telecom environments. • Proven capability in vendor management and escalation handling. • Strong documentation skills with a consistent focus on process compliance.
Other Requirements
• Customer-first mindset • Strong analytical and troubleshooting skills • Excellent verbal and written communication skills in Mandarin and English • Ability to work under pressure and manage multiple priorities • Strong documentation and ticket-management discipline
Job Description : • Deliver a high-quality customer experience through professional communication and effective issue resolution.\\\\r\\\\n• Work flexibly in shift-based operations with a positive and collaborative approach.\\\\r\\\\n• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.\\\\r\\\\n• ITIL Foundation certification is preferred.\\\\r\\\\n• Additional Microsoft certifications are desirable.\\\\r\\\\n