Job Id - 36872

Job Location - Gurgaon/Bangalore
Function - COO
Job Level - PT1 Core
Employement Type - Full time

Why we need this role

As a Technical Lead, Assisted Services within Premium Network Services, you will be responsible for the end-to-end management and execution of customer change requests (MACD - Move, Add, Change, and Delete. Acting as a trusted operational contact for customers who have contracted Assisted Services, you will ensure that service requests are tracked, documented, validated, and implemented in accordance with defined operational processes and service commitments.

Working within extended European business hours, you will manage and execute customer changes while delivering an exceptional customer experience. For changes requiring implementation outside of business hours, you will prepare detailed Methods of Procedure (MoPs) to enable successful execution by operational shift teams.

To be successful in this role, you will develop and apply technical expertise across IP networking, SD-WAN, and emerging SASE technologies. You will work closely with Customer Solution Engineers (CSEs), Technical Solution Engineers (TSEs), Operations teams, and customers to ensure network changes are delivered efficiently, accurately, and with minimal service impact. As part of the Premium Network Services offering, you will play a key role in maintaining customer satisfaction and driving operational excellence.

#LI-DNI

What you will do

- Own customer changes as part of the Assisted Services Package contracted by the client - MACD (Move, Add, Change, Delete).




- Act as the primary customer contact for MACD-related activities.
- Validate and translate customer requirements into executable network changes.
- Implement changes across IP, SD-WAN, and related network technologies.
- Troubleshoot issues arising during change implementation.
- Create and maintain Methods of Procedure (MoPs) for planned changes.
- Coordinate with CSEs, TSEs, and Operations teams to ensure successful delivery.
- Ensure all requests are accurately documented and tracked.

Contribute to process improvements and operational excellence.

What we're looking for

Essential Skills
• Experience supporting and implementing changes within IP/SDN networking environments.
• Valuable understanding of IP networking fundamentals and routing technologies.
• Experience supporting Versa Networks SD-WAN solutions.
• Familiarity with GUI and CLI-based network management tools.
• Strong troubleshooting and problem-solving skills.
• Ability to interpret customer requirements and implement network configurations.
• Strong customer communication skills.
• Excellent written and verbal communication skills in English.

Desirable Skills
• Exposure to SASE technologies, particularly Versa Networks and Fortinet.
• Understanding of ITIL service management principles.
• Experience in managed services, premium support, or customer-facing roles.
• Familiarity with change management processes and operational procedures.
• Exposure to automation, scripting, or network orchestration tools.
• Relevant industry certifications (e.g., CCNA, NSE, Versa certifications).

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