Team Lead - MCPE

Position Summary

Lead the NaaS Operations and CPE Proactive Monitoring function, ensuring service assurance, operational governance, customer experience, automation, vendor management and technical leadership across customer network infrastructure. Responsible for SLA compliance, critical escalations, platform stability, solution implementation and continuous improvement initiatives.

Key Responsibilities

• Lead and mentor proactive monitoring and service assurance teams, including capacity performance management.
• Own SLA adherence, MTTD, MTTR, major incident management and escalation governance.
• Drive integration and optimization of monitoring platforms such as Zabbix, UA, Splunk, ServiceNow and related tools.
• Govern alarm correlation, automation, event management and reduction of false alerts and repeat tickets.
• Manage OEMs, vendors, IT teams and stakeholders to ensure platform stability and operational excellence.
• Drive RCA, problem management, compliance and service transformation initiatives.
• Act as the technical escalation point for complex issues involving firewalls, customer edge routers, MPLS and managed network services.
• Work closely with Solutioning, Engineering and Service Delivery teams to design, implement and optimize customer network solutions.
• Lead implementation, validation and configuration changes across routers, firewalls, WAN and security infrastructure.
• Provide technical guidance during major incidents, customer escalations and service transitions.

Requirements & Qualifications

• 8+ years of experience in Network Operations, Service Assurance, Managed Services or NOC environments, including 3+ years in a leadership role.
• Strong knowledge of IP Networking, MPLS, SD-WAN, Routing, Switching, Customer Premise Equipment (CPE), Firewalls, Network Security and DDoS services.
• Hands-on troubleshooting expertise on enterprise firewalls, customer edge routers, VPN technologies and security platforms.
• Experience working with Solutioning and Engineering teams for implementation of network and security solutions.
• Hands-on exposure to monitoring platforms, SNMP, telemetry, APIs, automation and event management frameworks.
• Working knowledge of ITIL processes, vendor governance, SLA management and operational risk compliance.
• Excellent leadership, stakeholder management, communication and incident management capabilities.
• Preferred certifications: ITIL, CCNA/CCNP, NSE, Palo Alto, Aruba, Meraki or equivalent.
• Bachelor's Degree in Telecommunications, Computer Science, IT, Electronics or related discipline.