The Job

SME - Network LAN/WAN

Teknik, data och digitalt · IT-infrastruktur och säkerhet · Nätverksadministration · QA och testning

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I korthet

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.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

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

Förmåner

  • 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
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Företag

HCLTech

Publicerade jobb

för 4 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Madurai, India

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