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Job Description

This is a Team Lead position, candidate will be responsible for leading the Mobile Device Management (MDM) delivery team, ensuring seamless operations, timely incident resolution, and successful implementation of enterprise mobility solutions. The role serves as the primary technical and operational point of contact for all Workspace ONE-related services while driving operational excellence, customer satisfaction, and continuous service improvement.

Key Responsibilities

Act as the Single Point of Contact (SPOC) for all Workspace ONE and Mobile Device Management (MDM) related incidents, requests, escalations, and service delivery activities.
Lead and manage the day-to-day operations of the Workspace ONE support team, ensuring all work orders are delivered within agreed Service Level Agreements (SLAs).
Monitor operational performance, prioritize workloads, and ensure timely resolution of critical incidents and customer issues.
Provide daily status reports to Service Delivery Managers and stakeholders on ongoing incidents, priority cases, project updates,



and operational metrics.
Ensure team members consistently meet defined performance goals including schedule adherence, attendance, productivity, policy compliance, and service quality.
Coordinate with Project Management Office (PMO), Presales, and Solution Architecture teams to support recent customer onboarding, solution design, and implementation activities.
Participate in customer discussions, technical workshops, and solution presentations for enterprise mobility initiatives.
Develop, implement, monitor, and continuously improve operational processes based on industry best practices.
Conduct Root Cause Analysis (RCA) for recurring issues and implement preventive measures to improve service stability and operational efficiency.
Investigate customer escalations, provide timely resolutions, and ensure high customer satisfaction.
Gather customer feedback, identify opportunities for service im

📌 MDM lead (Noida)
🏢 Stefanini North America and APAC
📍 Noida