DE033203-Customer Service Sr Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Sr Analyst WORK SETUP: Return to Office RESPONSIBILITIES: • Execute commercial service provisioning tasks including circuit design, VLAN and IP configuration, CPE staging and activation, and service delivery coordination across relevant OSS/BSS platforms. • Resolve provisioning fallout cases that automated workflows could not complete, diagnosing the exception and applying the appropriate corrective action within defined authority. • Conduct and receive internal coordination calls with field teams, provisioning counterparts, and commercial account managers to align on activation timelines and resolve delivery dependencies. • Make outbound internal calls to field technicians, network operations, and provisioning teams to coordinate service activation, CPE staging, and exception resolution. • Coordinate CPE activation, network resource assignment, and inventory management tasks to ensure service readiness before customer handoff. • Manage work orders, jeopardy cases, and provisioning exceptions end-to-end, maintaining accurate system records at every stage. • Complete all service activation documentation, provisioning confirmation records, and internal communications upon successful activation. • Identify and document provisioning failure patterns and contribute structured findings to support ongoing automation improvement. • Escalate provisioning cases beyond defined resolution authority to the Fidium internal escalation layer with complete technical context. • Adhere to all data privacy, confidentiality, and process-control requirements applicable to commercial service and customer data. • Meet workstream SLAs, KPIs, and quality targets as defined by the engagement. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

SKILL AND QUALIFICATIONS: • Team Lead profile • At least 3 years relevant experience in Service Delivery • Open to resources with any domain skills and industry experience • At least 1 year supervisory experience

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