Global Telephony Operations Analyst

About the role

The Global Telephony Operations Analyst manages and supports global mobile telephony services, including SIM/eSIM provisioning, roaming, number porting, replacements and service terminations. The role ensures timely request fulfilment, vendor coordination, ServiceNow ticket management and compliance with operational procedures across multiple countries and telecom providers.

Key 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 fulfilment.
• 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.

Required profile

• Experience supporting global telecom environments.
• Vendor management and escalation handling experience.
• Strong communication and stakeholder management skills.
• Good knowledge of Microsoft Outlook, Teams, Excel and SharePoint.

Required skills

• ServiceNow or similar ITSM tools.
• Knowledge of mobile telephony operations, SIM/eSIM management, roaming and number portability.
• Understanding of ITIL-based support processes.
• Strong documentation and process compliance skills.