MCPE SDWAN Service Desk Team Leader ( 87322332 )

15 Oct 2026

Customer Service

Mumbai

1. Lead a team of MCPE SDWAN engineers
2. Ensure ahderence to roster schedules, occupancy levels and floor SOPs
3. Manage delivery of exceptional service to customers
4. Assure engineers are trained in troubleshooting all queries, requests
and complaints
5. Handle team with utilization of resources, skill set, availability
and capacity
6. Engage with managers and other stakeholders for running of service
desk
7. Provide resolution to MCPE SDWAN customers as per defined parameters
8. Ensure accurate and timely delivery of information to action owners
9. Close loop with stakeholders (end resolution within SLA)
10. Manage escalations for maintaining process KPIs as defined
11. Maintain compliant status on all floor KPIs

B.Tech degree in any discipline
(CCIE / Ent CCNP Certification preferred)

6 - 10 years

1. Understanding of telecom and technical products
2. Knowledge of MCPE SDWAN
3. Team management skills
4. Interpersonal skills
5. Analytical skills
6. Target orientation