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Service Orchestration Engineer

3 - 6 years

Thane Navi mumbai Mumbai

Posted:10 hours ago

Job Description

Job Title: Service Orchestration Engineer

Location: Cairo- Egypt- Work from Office.

Experience – 3-6 years

Role Summary

eClerx Mumbai is hiring a Service Orchestration Engineer to support US and international enterprise customers in ISP / Data Centre environments. This role is suited for professionals with strong contact center / BPO Voice support experience, comfortable handling highseverity incidents, customer escalations, and realtime service disruptions in a fastpaced global operations setting.

The role requires excellent English communication, strong customer focus, and the ability to work effectively across global teams while delivering a consistent, highquality customer experience.

Key Responsibilities

  • Serve as the primary customer contact for US and international clients via phone, chat, email, and portals.
  • Handle highpriority incidents and customer escalations, ensuring timely response and resolution.
  • Provide whiteglove support to strategic and enterprise customers in coordination with NOC and Network Operations teams.
  • Lead major incident management, including customer communication, stakeholder updates, and service restoration coordination.
  • Work closely with internal teams (Network, Field Engineering, Customer Support, Billing) to resolve serviceimpacting issues.
  • Create clear and accurate case notes, summaries, and customer updates in CRM and ticketing systems.
  • Prepare postincident reports and RCAs; track corrective and preventive actions.
  • Monitor escalation trends, SLA performance, and service quality to support continuous improvement.
  • Follow established response playbooks, escalation protocols, and service assurance processes

Qualifications & Experience

  • Bachelor’s degree in IT,, Telecommunications, or a related discipline (preferred).
  • 2–6 years of experience in contact center / BPO / service desk operations, supporting global (US/international) customers.
  • Prior experience in ISP, telecom, or data centre support environments is strongly preferred.
  • Strong spoken and written English; ability to communicate clearly with global stakeholders.
  • Demonstrated ability to manage customer escalations and highpressure situations professionally.
  • Comfortable working in 247 rotational and night shifts aligned to US time zones.
  • Handson experience with ticketing systems, case management, ACD platforms, and CRM tools
  • Understanding of incident management and SLAdriven support models.

Preferred Skills

  • Exposure to network monitoring tools, outage dashboards, and service assurance metrics.
  • Experience supporting enterprise or businesscritical services.
  • ITIL or service management certification is a plus.

Skills Required

Service engineering Service desk Voice Chat Calls Orchestration Incident management International voice process

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Work Mode

Work from Office

Job Type

Full Time

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Mumbai Maharashtra

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