Sr Engineer (Support & Operations)
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Nätverksadministration
I korthet
The Sr Engineer (Support & Operations) role is a mid-level position focusing on SOP-based remote troubleshooting, RCA assistance, and coordination with field technicians and vendors. This role is crucial for the Network Operations Center and Digital Experience Office within Burlington Managed Network Services.
Ansvarsområden
- Monitor and qualify network alerts from approved tools.
- Perform initial investigation and remote troubleshooting.
- Support hands-and-feet technicians remotely during break-fix and onsite activities.
- Coordinate with vendors, Field Services Command Center, L2/L3 Network Engineers, and service management teams.
- Improve incident hygiene by recording accurate troubleshooting evidence in ServiceNow.
- Execute first-level and L1.5 remote troubleshooting based on approved SOPs, KBDs, and runbooks.
- Perform basic network checks covering reachability, device status, link status, interface status, routing / gateway reachability, and known issue symptoms.
- Apply documented resolution steps and validate issue resolution before escalation.
- Assist with RCA preparation by capturing incident chronology, symptoms, initial checks, and actions performed.
- Identify repeated symptoms or recurring tickets and flag them for problem-management review.
- Contribute to knowledge improvements by documenting lessons learned and suggested SOP updates.
- Provide real-time remote support to onsite technicians during field troubleshooting, break-fix, MACD, and site support.
Krav
- Experience: 2-4 years
- CCNA certification
- ServiceNow training for manual ticket / incident creation
- SolarWinds training
- Basic ITIL certification
Önskade kvalifikationer
- Mid-level operations and field-support coordination role.
- Focus on SOP-based remote troubleshooting, alert and ticket qualification, basic RCA contribution.
- Bridge first-level monitoring and L2/L3 engineering.
- Improve ticket quality, execute approved runbooks, validate initial resolution steps, and support efficient field dispatch outcomes.
Förmåner
- Supercharge your potential at HCLTech.
- Find your career at HCLTech.
- Find your spark at HCLTech.
- Work at a place that puts its people first.
#NOC#Digital Experience#Field Services#Command Center#Troubleshooting#SOP#RCA#Network#ITSM
Företag
HCLTech
Publicerade jobb
för 2 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Mellannivå
Platser
Nagpur, India
Sökande
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