Job description:

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.


To learn more about how we can supercharge progress for you, visit www.hcltech.com


SME-Data-LAN/WAN

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