We are HCLTech, one of the largest and fastest-growing technology and DSA companies in the world, with more than 224,000 professionals spread across 60 countries, driving progress through industry-leading resources centered on Digital, Engineering and Cloud.

Roles and Responsibilities:

Responsibilities :

• Handling tickets / Incidents via Service Now platform
• Lead technical incident calls as a SME
• Troubleshooting and providing break fix support to technical issues
• Perform root cause analysis of raised issues
• Defining process improvements and ensuring that the processes are adhered to
• Take shared ownership of resolving issues in a SLA driven environment
• Mentoring / training team members as a SME
• Testing and auditing as required from time to time
• Improves and maintains customer and employee satisfaction
• Work as part of a Follow the Sun support global support model

Technology Knowledge

• Router - Cisco (BGP, EIGRP, OSPF, QOS, MPLS, WAN)
• SDWAN Viptela (Vmanage, VSmart, VBound, Vedge)
• Switch – Cisco/Arista (STP, HSRP, SVI, EtherChannel, Stackwise, VSS, Nexus)
• WLAN – Cisco
• Cisco Meraki
• Load Balancer - F5
• SD-WAN experience a plus

Qualifications‌

• +E18
• Min 8+ years of Network Engineer experience supporting global network infrastructures .
• Experience in working as part of a global support (follow the sun) model
• Cisco CCIE and other industry standard networking certifications .
• Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.
• Expert level knowledge of troubleshooting, implementing, optimizing and testing of static and dynamic routing protocols such as EIGRP, OSPF, BGP and ability to interpret and resolve complex route table problems.
• Expert level knowledge for debugging network devices and outstanding Wireshark reading skills.
• Extensive hands-on experience with:
• Cisco ASR, ISR and Catalyst product families
• Cisco Meraki Devices MS and MX Series.
• Cisco Nexus 9K/7K/5K/2K (NXOS) Series of switches
• Wireless LAN technologies – Cisco and Aruba
• F5 Load balancers
• Cisco SD-WAN

Soft Skills

• Excellent verbal and written communication skills (English)
• Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties
• Excellent customer handling skills
• Ability to handle high pressure situations
• Can drive HCL’s value and its methodology

Certifications

• CCIE
• CCIE Enterprise Infrastructure
• CCIE Service Provider
• CCIE Wireless
• F5-CSE/ F5-CTS
• 300-415 ENSDWI certification
• ITIL v4

Experience/Exposure:

• The ideal candidate must have extensive experience with a variety of data types, such as JSON, XML, HTML, and other programming or markup formats.
• Knowledge of network protocols, such as TCP/IP, Ethernet, and Wi-Fi is also required.
• Proficiency in scripting, such as Python or JavaScript, as well as familiarity with network security protocols, is also necessary.
• The ideal candidate should also have experience with troubleshooting and debugging network systems and be able to effectively manage teams of engineers.

Required Skills:

• Advanced English and networks experience