Workspace One / MDM

Diverse Lynx India

🇮🇳 India

On-site

Staff / Principal

4 weeks ago

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 allWorkspace ONE-related services while driving operational excellence, customer satisfaction, and continuous service improvement.
Key Responsibilities

Act as theSingle Point of Contact (SPOC) for allWorkspace 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 new 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 improvements, process optimization, and resource utilization.
Maintain comprehensive technical documentation, standard operating procedures (SOPs), knowledge base articles, and operational reports.
Collaborate with cross-functional teams including Infrastructure, Security, Networking, Endpoint Management, and Cloud Operations.
Ensure compliance with organizational security policies, governance standards, and audit requirements.
Mentor, coach, and provide technical guidance to engineers while fostering a culture of continuous learning and operational excellence.
Perform additional responsibilities as assigned by management.

Workspace One / MDM · Diverse Lynx India

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