The Job

Sr Technical Lead (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Network Administration · DevOps

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In short

Sr Technical Lead (Support & Operations) needed for HCLTech in Hyderabad, Telangana. This role involves in-depth troubleshooting of customer networks and IT estates, managing support cases to ensure fast resolution, and knowledge sharing within the team. Requires 2-3 years of experience with Cisco architectures, routing protocols, and ticketing systems.

Responsibilities

  • Undertake and manage in-depth troubleshooting activities and plan customer-facing activities under guidance.
  • Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies.
  • Manage support cases to enable fast resolution that exceeds customer expectations.
  • Ensure accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes.
  • Utilize the central document repository for knowledge sharing across the team and enable best practice.
  • Support ad-hoc projects to develop client capabilities.

Requirements

  • 2-3 years relevant customer-focused experience, resolving technical problems, with experience of using ticketing systems.
  • Specialized in supporting Cisco architectures with technical competency in supporting Cisco, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, VMware), and Cisco Collaboration (CUCM, UCCX, Unity).
  • Troubleshooting & Implementation Experience in core Routing protocols: BGP, OSPF, EIGRP, MP-BGP, MPLS, IS-IS, SONET/SDH Technologies.
  • Hands-on experience in Nexus 5k, 2k, 7k etc.
  • Hands-on Experience in Citrix Netscalar, F5 Load balancers and WAN optimizers.
  • Sound knowledge and understanding of QoS technologies: MQC, LLQ, CBWFQ, WRED and MPLS-TE.
  • Troubleshooting & Implementation experience in WAN protocols & service providers.
  • Excellent communication skills.
  • Working experience across various Cisco Routers and switches.
  • Experience upgrading networks by conferring with vendors; developing, testing, evaluating, and installing enhancements.
  • Experience securing networks by developing network access, monitoring, control, and evaluation; maintaining documentation.
  • Cisco CCNA / CCNP certification.
  • Ability to communicate effectively and build relationships to understand client requirements.
  • Accurate written recording of information.
  • A self-motivated attitude.
  • Ability to deliver against deadlines and agreed targets.

Desired Qualifications

  • ITIL qualification desirable but not essential.
#support#operations#technical lead#troubleshooting#networking#cisco
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Hyderabad, India

Applicants

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