he Global Telephony Operations Analyst is responsible for managing and supporting global mobile telephony services, including SIM/eSIM provisioning, roaming, number porting, replacements, and service terminations. The role ensures timely request fulfillment, vendor coordination, ServiceNow ticket management, and compliance with operational procedures across multiple countries and telecom providers.
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.
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.
Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs. Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication. Uphold high standards of ticket management and strive to maximize user satisfaction. Comply with the 3-strike policy for user follow-up. Collaborate with FSS teams to coordinate onsite support requests when necessary.
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
