Service Management Center Analyst (SMC Analyst) – Tier I

Job Title: Service Management Center Analyst (SMC Analyst) – Tier I

Department: Service Assurance

Reports To: Service Management Leadership

Position Summary

The Service Management Center (SMC) Analyst serves as the Tier I, customer-facing entry point

for all service-related inquiries and incidents. This role is responsible for accurate incident intake,

ticket creation, severity assessment, and customer communication, ensuring all service events are

properly documented, routed, and managed in alignment with SLA and MTTR objectives.

The SMC Analyst plays a critical role in delivering a high-quality customer experience while

supporting efficient incident response and resolution across the network