Senior Network Engineer

HCL Technologies Limited

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalated incidents and tickets in the Data LAN/WAN area. This position is pivotal in maintaining quality compliance with service level agreements (SLAs) while fostering positive customer satisfaction through effective communication and in-depth analysis. The expert will also contribute to the development of team capabilities and operational efficiencies.
Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets By Analyzing Lan/Wan Incidents According To Slas, Leading To Improved Customer Satisfaction.
2. Mentor Team Members On Lan/Wan Protocols And Best Practices, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans By Assessing Compliance With Human Error Protocols And Actively Participate In Capacity Planning For Lan/Wan Resources.
4. Facilitate Positive Customer Feedback By Participating In Meetings To Gather Insights On Challenges Faced And Provide Actionable Solutions.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis To Generate Reports That Support Performance Improvements And Present Findings To Key Business Stakeholders.
Skill Requirements

1. In-Depth Knowledge Of Data Lan/Wan Technologies And Incident Management Processes.
2. Strong Analytical Skills To Conduct Root Cause Analysis And Trend Analysis.
3. Excellent Communication Skills To Liaise With Stakeholders And Present Findings Effectively.
4. Proven Ability To Mentor And Guide Team Members In Support Operations.


Other Requirements

1. Itil Foundation Certification Is Preferred.
2. Cisco Certified Network Associate (Ccna) Certification Is Optional But Valuable

Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits
A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.