Operational Support Analyst I

Capgemini · Mexico · remote We are looking for an Operational Support Analyst I with strong experience supporting telephony and contact center environments. This role will provide Level 1 operational and system support, with a strong focus on troubleshooting telephony-related issues, system triage, incident management, escalations, and production support. The ideal candidate has hands-on experience working with telephony systems in a contact center or call center environment, understands the operational impact of system issues, and can effectively troubleshoot, prioritize, escalate, and track incidents through resolution. Requirements Key Qualifications Required: Hands-on experience supporting telephony systems within a contact center, call center, or similar operational environment. Experience with Level 1 troubleshooting, incident triage, ticket management, and escalations. Ability to investigate and troubleshoot telephony and system-related issues in a production environment. Strong ownership and ability to follow incidents from initial identification through resolution. Strong prioritization skills, especially when managing multiple operational issues simultaneously. Excellent communication skills and ability to work effectively with both business and technical teams. Fluent English. Availability to work 4 weekdays + Saturday, as specified in the requisition. Preferred: Experience supporting contact center operations, telephony platforms, or similar customer-facing technology environments. Experience partnering with IT or technical support teams on incident resolution. Exposure to testing, release validation, or production support. Basic SQL knowledge is a plus. What We're Looking For We're looking for someone who combines a customer-focused mindset with strong analytical and operational skills. You should be comfortable investigating issues, determining priorities, communicating clearly with different stakeholders, and taking ownership of problems until they are resolved. This is a great opportunity for someone who enjoys working at the intersection of operations, systems support, troubleshooting, and process improvement. Benefits Competitive salary and performance-based bonuses Comprehensive benefits package Career development and training opportunities Flexible work arrangements (remote and/or office-based) Dynamic and inclusive work culture within a globally renowned group Private Health Insurance Pension Plan Paid Time Off Training & Development