SME - Wireless Networking

HCL Technologies Limited; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

HCL Technologies Limited is seeking a Subject Matter Expert (Support & Ops) in Dubai. This role focuses on ensuring prompt resolution of escalations related to SDWAN and Wireless WLAN technologies, driving customer satisfaction through effective communication and expert guidance.

The ideal candidate will have advanced proficiency in SDWAN technologies and strong networking knowledge. Responsibilities include mentoring team members and actively engaging with customers. Join HCL to enhance operational efficiency in a dynamic environment.

Qualifications

• Advanced proficiency in SDWAN technologies including Cisco Wireless WLAN.
• Strong understanding of network operations and escalation procedures.
• Excellent communication skills for effective stakeholder engagement.

Responsibilities

• Ensure timely resolution and compliance with quality standards for escalated tickets.
• Mentor team members and maintain comprehensive documentation.
• Engage in customer meetings to ensure satisfaction with services.

Skills

SDWAN Technologies

Cisco Wireless WLAN

Incident Management

Stakeholder Engagement

NetDevOps

Education

Cisco Certified Network Professional (CCNP) or Equivalent

Tools

Python

Ansible

Terraform

Job description

Overview

The Subject Matter Expert (Support & Ops) ensures swift and effective resolution of escalations and incidents within the Support & Operations area. This role emphasizes adherence to SLAs and quality standards, fostering positive customer satisfaction through proactive communication and expert guidance in SDWAN and Wireless WLAN technologies.

Responsibilities

• Ensure Timely Resolution And Compliance With Quality Standards For Escalated Tickets And Incidents Related To Sdwan And Wireless Wlan Technologies, Adhering To Agreed SLAs.
• Mentor Team Members And Administrators, Prepare Standard Operating Procedures (SOPs), And Maintain Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Guidelines While Participating In Capacity Planning For Network Resources.
• Actively Engage In Customer Meetings To Address Issues, Gather Feedback, And Ensure Customer Satisfaction With Sdwan And Wireless Wlan Services.
• Validate And Analyze Root Cause And Trend Analysis Reports To Facilitate Performance Improvements And Present Findings To Key Business Stakeholders.

Skill Requirements

• Advanced Proficiency In Sdwan Technologies, Including Cisco Wireless Wlan.
• Strong Understanding Of Network Operations, Incident Management, And Escalation Procedures.
• Excellent Communication Skills For Effective Stakeholder Engagement And Presentation.
• Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

• Optional But Valuable: Cisco Certified Network Professional (CCNP) Or Equivalent Sdwan/Wlan Certifications

Technical Focus Areas (Recurring Responsibilities)

• Advanced ACI & SDN Design: Support the end-to-end design, implementation, and optimization of Cisco ACI and Nexus Dashboard environments, ensuring secure multi-tenancy, consistent policy application, and high-performance fabric connectivity across data centers.
• NetDevOps & Automation: Drive "Infrastructure as Code" (IaC) initiatives by utilizing NetDevOps tools and frameworks (e.g., Python, Ansible, Terraform) to automate configuration management, zero-touch provisioning, and network observability.
• Create, own, and drive the maintenance plan for network products and services under direct accountability.
• Support the engineering and delivery of LAN, WAN, Wi-Fi, load balancing, DNS/DHCP/IPAM (DDI), and NTP solutions across branches, corporate offices, data centers, cloud environments, and remote ATMs.
• Implement and maintain secure and highly available network services based on enterprise design standards and platform roadmaps.
• Apply deep working knowledge of routing, switching, IP services, and network segmentation to ensure network performance and scalability.
• Ensure that all network products and services are delivered and maintained with lifecycle planning, high availability, resiliency, reliability, and future scalability in mind.
• Manage integration with telecom providers, cloud interconnects, and international network links to support global operations and remote ATM connectivity.
• Ensure network products and services are aligned to regulatory requirements and internal security architecture frameworks.

Company & Benefits (selected)

• Note: Benefits vary by employment type and country of work. Some benefits may be available in some countries but not in all.