LAN/WAN SME: Incident Resolution & Ops Leader

HCL Technologies Limited; Mississauga; On-site; CAD 90,000 - 120,000; Full time

Job summary

HCL Technologies Limited is seeking a Subject Matter Expert (Support & Ops) to ensure timely resolution of escalated LAN/WAN incidents and maintain strict SLA compliance. This role focuses on effective communication, in-depth analysis, and developing team capabilities to improve operational efficiency.

The expert will mentor team members, validate change orders, and participate in capacity planning for LAN/WAN resources while generating reports for stakeholders.

Qualifications

• In-depth knowledge of Data LAN/WAN technologies and incident management processes.
• Strong analytical skills for root cause and trend analyses.
• Excellent communication to liaise with stakeholders and present findings effectively.
• Proven ability to mentor and guide team members in support operations.
• Ability to develop SOPs and maintain comprehensive documentation.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets by analyzing LAN/WAN incidents and SLAs.
• Mentor team members on LAN/WAN protocols, prepare SOPs, and maintain documentation to improve efficiency.
• Validate change order implementation plans and participate in capacity planning for LAN/WAN resources.
• Participate in meetings to gather insights on challenges and provide actionable solutions for customers.
• Conduct root cause and trend analyses to generate reports supporting performance improvements.

Skills

LAN/WAN expertise

Incident management

Root cause analysis

Trend analysis

Mentoring

Communication

Education

ITIL Foundation Certification

Cisco CCNA Certification

Job description

HCL Technologies Limited is seeking a Subject Matter Expert (Support & Ops) to ensure timely resolution of escalated LAN/WAN incidents and maintain strict SLA compliance. This role focuses on effective communication, in-depth analysis, and developing team capabilities to improve operational efficiency.

The expert will mentor team members, validate change orders, and participate in capacity planning for LAN/WAN resources while generating reports for stakeholders.