TEM Analyst

Job Title: Telecom Expense Management Analyst – Order Management (Tangoe Platform)
Experience: 3-5 Years.
Mandatory Skills: Tangoe TEM.
Job Description
We are seeking a detail-oriented and proactive Telecom Expense Management Analyst to support Order Management activities on the Tangoe platform. The role involves managing new internet circuit orders and coordinating the disconnection of legacy circuits as part of ongoing telecom optimization projects. The candidate will work remotely and collaborate with global teams to ensure accurate and timely execution of telecom service requests.

Key Responsibilities
Order Management:

• Initiate and track new internet circuit orders via Tangoe platform
• Coordinate disconnection of old/unused circuits.
• Validate order details and ensure alignment with project requirements.
• Liaise with telecom vendors and internal stakeholders to resolve order-related issues.
• Maintain documentation and audit trails for all orders and disconnects.

Telecom Expense Management Support (Good to have)

• Assist in monthly invoice validation and reconciliation.
• Support cost allocation and chargeback processes.
• Identify billing discrepancies and escalate for resolution.
• Maintain inventory of active circuits and services.
• Update and maintain telecom asset records in Tangoe.

Reporting & Analysis

• Generate regular reports on order status, cost savings, and disconnect progress.
• Support ad-hoc reporting requests related to telecom spend and usage.
• Analyze trends in telecom usage and provide insights for optimization.

Required Skills & Qualifications

• Experience with Tangoe or similar TEM platforms.
• Understanding of telecom services, especially internet circuits.
• Strong organizational and communication skills.
• Proficiency in Excel and reporting tools.
• Ability to work independently in a remote environment.
• Prior experience in telecom order management or expense analysis preferred.

Additional Activities May Include

• Supporting contract and vendor management activities.
• Assisting with telecom budget forecasting.
• Participating in telecom audits and inventory clean-up projects.
• Coordinating with IT and procurement teams for service provisioning.

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client's network/ server/ system/ storage/ platform/ infrastructure and other equipment's to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner