SME - Network LAN/WAN

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

In short

The Subject Matter Expert (Support & Ops) is responsible for resolving escalated Data LAN/WAN incidents and tickets, ensuring SLA compliance and customer satisfaction. This role involves mentoring team members, developing SOPs, documenting processes, and conducting analyses for performance improvements.

Responsibilities

Ensure timely resolution and quality compliance of escalated LAN/WAN incidents according to SLAs.
Mentor team members on LAN/WAN protocols and best practices.
Prepare Standard Operating Procedures (SOPs) and maintain documentation.
Validate change order implementation plans and participate in capacity planning for LAN/WAN resources.
Conduct root cause analysis and trend analysis to generate reports for stakeholders.

Requirements

In-depth knowledge of Data LAN/WAN technologies and incident management processes.
Strong analytical skills for root cause analysis and trend analysis.
Excellent communication skills to liaise with stakeholders and present findings.
Proven ability to mentor and guide team members in support operations.

Desired Qualifications

ITIL Foundation Certification is preferred.
Cisco Certified Network Associate (CCNA) Certification is optional but valuable.

Benefits

Opportunity to supercharge your potential and find your career spark.
Work at a place that puts people first.
Global technology company with a broad portfolio of technology services and products.

Skills

LAN/WANIncident ManagementRoot Cause AnalysisTrend AnalysisCisco

#LAN/WAN#Network#Support#Operations#Incident Management#SLA#Customer Satisfaction#Documentation#Capacity Planning#Root Cause Analysis#Trend Analysis#ITIL#CCNA

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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