SDWAN NOC- Team Leader - IOCL ( 82274465 )

10 Mar 2025

Customer Service

Mumbai RCP

1. Lead a team of 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
7. Provide resolution to 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 (CCIE / SDWAN, / CCNA/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