Teams at eClerx LLC

Develop and test responsive emailers and landing pages across browsers, platforms, devices, and email clients. Apply email development best practices, optimize performance, conduct code reviews, document code, troubleshoot issues, and ensure cross-browser compatibility. Collaborate with clients and internal teams, communicate effectively, and work independently across multiple tools and technologies in a fast-paced environment.

Leads end-to-end global service desk delivery across client engagements, owning SLAs, KPIs, governance, customer relationships, escalations, staffing, and P&L performance. Manages large multi-shift teams, senior stakeholder communications, operational reviews, audits, and commercial activities. Drives continuous improvement through automation, self-service, knowledge management, AI chatbots, ITSM tools, and analytics. Requires extensive IT service desk leadership experience, ITIL expertise, executive client management, and strong commercial acumen.

Monitors telecom incident queues, validates and triages IP Ethernet customer tickets, performs L1/L2 troubleshooting across carrier Ethernet, MPLS, routing, switching, optical interfaces, and network equipment, and ensures timely customer acknowledgement. Coordinates field, OSP, transport, engineering, vendor, and provider engagement; initiates dispatches; maintains ticket quality and documentation; tracks queue and SLA metrics; supports handoffs, reporting, QA, and continuous improvement in a 24x7 environment.