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:

• 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

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

Experience/Exposure:

• A Senior Network Engineer must have a comprehensive understanding of networking technologies.
• This individual must have experience in designing, implementing, and managing network systems.
• They should be familiar with popular networking protocols, such as TCP/IP, DNS, and DHCP, and be able to troubleshoot and resolve network-related issues.
• Additionally, should have experience in deploying and configuring network devices, such as routers, switches, firewalls, and wireless access points.
• This individual should also be knowledgeable in creating and maintaining network documentation and diagrams.
• Finally, the Senior Network Engineer should possess strong communication and organizational skills, as well as the ability to work both independently and collaboratively.

Required Skills:

• Advanced English and networks experience