Digital-Analyst-Command Centre and Experience Monitoring

Mumbai, Digital

Command Centre & Experience Monitoring Analyst
India | Full-time (FT) | Digital 

Shift Timings –APJ/ EMEA/US/ General Shift |Management Level – Analyst| Travel Requirements - NA

We’re looking to add to our talent pool a Command Centre & Experience Monitoring Analyst. The role reports to Manager – Monitoring

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

The ideal experience map: Experience in Monitoring, Reporting & Technical or Network knowledge is good starting. Good hang on network & technical functioning will be essential skill

Roles and Responsibilities:

  • Be a part of the operations team working on ‘Monitoring and Reporting’ on various platforms with base technical / network knowledge

  • Work on different tools which will help to identify Customer experience monitoring

  • Handle troubleshooting on server issue & front end issues

  • Conduct extensive quality check while executing client request

  • Interact with client stakeholders to understand the customer impact and severity of issue

  • Create report on daily and weekly basis on alerts observed on different Dashboard

  • Help to create documentation on new projects an get trained on different activities

  • Handle daily hands-on on execution (Platform monitored, Alert Handled, Issues Drilled & reports created) using various platform and excel / PPT

  • Interact with client stakeholders for validation

Technical and Functional Skills:

  • Strong interpretation and communication skills

  • Strong written and verbal communication skills for stakeholders interaction

  • Technical and Network knowledge will be helpful for troubleshooting on servers

  • Strong proficiency in MS Office, especially MS Excel and PPT

  • Development skill will be good to have

People Skills and Other Personality Traits:

  • Strong interpretation and communication skills

  • Ability to communicate effectively with clients and/or higher management

  • Eye for detail to do required monitoring & reporting

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world’s largest global brands for creative production, eCommerce/ web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees – at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket – applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital’s innovative delivery model drives the ‘metrics that matter’ for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.