SME - Network LAN/WAN
Technology, Data & Digital · IT Infrastructure & Security · Network Administration · QA & Testing
In short
The Subject Matter Expert (Support & Ops) in Data LAN/WAN is responsible for resolving escalated incidents and tickets, ensuring SLA compliance, and improving customer satisfaction through in-depth analysis. This role also involves mentoring team members, developing SOPs, and contributing to operational efficiencies.
Responsibilities
- Ensure timely resolution and quality compliance of escalated tickets by analyzing LAN/WAN incidents according to SLAs.
- Mentor team members on LAN/WAN protocols and best practices, prepare SOPs, and maintain documentation.
- Validate change order implementation plans and participate in capacity planning for LAN/WAN resources.
- Gather insights on customer challenges and provide actionable solutions to facilitate positive customer feedback.
- Conduct root cause and trend analyses, generate performance improvement reports, and present findings to 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
- Supercharge your potential at HCLTech.
- Find your career and spark at HCLTech.
- A place that puts its people first.
#Network#LAN/WAN#Support#SLA#Incident Management#ITIL#CCNA
Company
HCLTech
Job Posted
4 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Madurai, India
Applicants
Be an early applicant