SME - Wireless Networking

HCL Technologies Limited; Gautam Buddha Nagar; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HCL Technologies Limited in India is seeking a Subject Matter Expert (Support & Ops) to drive swift resolutions of escalations in SD-WAN and Wireless WLAN services. You will ensure SLA compliance, mentor team members, and provide expert guidance to optimize network operations.

You will lead incident management, root-cause analysis, and change validation while engaging customers to ensure satisfaction and continuous improvement across SD-WAN and WLAN deployments.

Qualifications

• Experience with SD-WAN and WLAN technologies.
• Strong incident management and escalation procedures knowledge.
• Documentation of SOPs and knowledge sharing.

Responsibilities

• Ensure timely resolution of escalated tickets and incidents for SD-WAN and Wireless WLAN.
• Mentor team members, prepare SOPs, and maintain documentation.
• Validate change orders and participate in capacity planning for network resources.
• Engage in customer meetings to address issues and gather feedback.
• Analyze root cause and trend reports and present findings to stakeholders.

Skills

SDWAN expertise

Network operations

Incident management

Communication

Capacity planning

CCNP or SDWAN/WLAN certs

Job description

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

Key Responsibilities

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

Skill Requirements

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

Other Requirements

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

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.