SME - Network LAN/WAN

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

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.

Other Requirements

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

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.