ANALYST I, CUSTOMER EXPERIENCE BACK OFFICE
On-siteCebu, Cagayan Valley, Republic of the Philippines
Job Summary
Monitor operational queues within the Provisioning Platform to ensure continuous processing of transaction pipelines, managing cellular routing actions like WLNP "Port Ins" and "Port Outs." Oversee real-time carrier transactions including activations, reactivations, equipment/SIM changes, rate plan updates, and balance inquiries while analyzing performance data to identify trends and optimize First-Time Success rates. Troubleshoot failed provisioning transactions, isolate failure patterns, and collaborate with Senior Automation Analysts to recommend structural or automated fixes. Coordinate directly with internal and external Network Operations Center teams to report, escalate, and drive resolution for system or network disruptions. Validate business process modifications, platform functional upgrades, API or GUI updates, and structural changes introduced by external partners. Serve as a subject matter expert providing guidance to internal business units requiring technical assistance with provisioning pipelines or carrier partner integrations.
Required Qualifications
- Foundational understanding of wireless network environments, API structures, and Graphical User Interfaces (GUIs) used for data streaming and service provisioning
- Associate's degree, bachelor's degree, or an equivalent combination of education and professional experience in IT, Wireless Networks, or a related technical field
- Minimum of three (3) years of direct work experience or verified operational exposure in any of the following areas: Telecommunications operator infrastructure, QA Testing / Systems Validation, Wireless Cellular Networks
Desired Qualifications
- Experience writing SQL queries or navigating database structures
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