Global Telephony Operations Analyst

About the role

The Global Telephony Operations Analyst ensures seamless delivery of mobile telephony services across multiple countries. You will manage SIM/eSIM provisioning, roaming, number porting, replacements and terminations while coordinating with telecom vendors and local IT teams.

Key responsibilities

• Handle telephony requests through ServiceNow (INC/RITM/TASK) for new SIM, replacement SIM, eSIM, roaming, porting, and termination.
• Coordinate with telecom vendors, local IT teams, and country SPOCs to fulfill service requests.
• Maintain accurate ticket updates, user inventories, BYOD records, and roaming trackers.
• Validate user details, approvals, and supporting documentation before processing.
• Monitor vendor responses, ensure timely issue resolution, and follow escalation procedures.
• Adhere to country‑specific telecom procedures and compliance requirements.
• Communicate clearly with users, providing status updates and closure notifications.
• Support knowledge‑base management, process improvement, and documentation activities.

Required profile

• Experience supporting global telecom environments and working with telecom vendors.
• Strong stakeholder management and communication abilities.
• Familiarity with ITIL‑based support processes and vendor escalation handling.
• Attention to detail and ability to follow documented procedures.

Required skills

• ServiceNow or similar ITSM tool.
• Mobile telephony operations, SIM/eSIM management, roaming, and number portability.
• Microsoft Outlook, Teams, Excel, and SharePoint.
• ITIL support process knowledge.