Technical Delivery Subject Matter Expert - Network Infrastructure

Accenture India Private Limited; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Accenture India Private Limited in Bengaluru seeks a Tech Delivery Subject Matter Expert to drive innovative delivery, apply deep technical and business insight, and engage with clients as a trusted advisor to shape technology strategy.

The role covers 24x7 network operations, incident management in ServiceNow, proactive monitoring, and coordinating with SPs to meet SLAs while implementing changes in routing, switching, SD-WAN, and wireless.

Qualifications

• 15 years of full-time education required.
• 5+ years of experience in enterprise network operations.
• Hands-on with routing, switching, SD-WAN and wireless.

Responsibilities

• Handle 24/7 Network Operations as per defined shift schedules, including weekend support.
• Take proactive ownership of incidents assigned in ServiceNow, ensuring timely response and resolution.
• Join bridge calls and handle major incidents, ensuring timely communication, coordination, and restoration of services.
• Perform Level 1/2 troubleshooting for network incidents and update tickets accurately and promptly.
• Coordinate with service providers (SPs) to resolve connectivity or performance issues within defined SLAs.
• Escalate issues to the next support level within defined SLA timelines when required.
• Work on problem tickets, perform in-depth analysis, and provide detailed Root Cause Analysis (RCA) and corrective actions.
• Develop and provide trend data, reports, and analysis for recurring incidents and network performance.
• Participate in client meetings and service management reporting as required by operational processes.
• Discuss with clients to gather and understand technical requirements for network changes and enhancements.
• Prepare detailed implementation plans and execute network changes in accordance with approved procedures and change management policies.
• Collaborate with internal technical teams to fulfill client requirements and support planned network changes or improvements.

Skills

Enterprise Network Operations

SD-WAN Operations

5+ years experience

Networking troubleshooting

Education

15 years full time education

Tools

Cisco DNAC

SolarWinds

ThousandEyes

ServiceNow

Job description

Tech Delivery Subject Matter Expert Project Role : Tech Delivery Subject Matter Expert Project Role Description : Drive innovative practices into delivery, bring depth of expertise to a delivery engagement. Sought out as experts, enhance Accentures marketplace reputation. Bring emerging ideas to life by shaping Accenture and client strategy. Use deep technical expertise, business acumen and fluid communication skills, work directly with a client in a trusted advisor relationship to gather requirements to analyze, design and/or implement technology best practice business changes.

Key Skills & Experience

• Must have skills : Enterprise Network Operations
• Good to have skills : SD-WAN Operations
• Minimum 5 year(s) of experience is required
• Educational Qualification : 15 years full time education

Summary: As an Infra Managed Service lead, you will responsible for team management ensuring the stability, availability, and performance of enterprise network infrastructure. You will handle incident management, perform proactive monitoring, execute change implementations, and collaborate with clients, service providers, and internal teams to resolve complex technical issues. The role requires strong hands-on expertise in routing, switching, SD-WAN, and wireless technologies, along with excellent analytical and communication skills to deliver reliable, high-quality network services in a 24x7 operational environment.

Roles & Responsibilities

• Handle 24/7 Network Operations as per defined shift schedules, including weekend support.
• Take proactive ownership of incidents assigned in ServiceNow, ensuring timely response and resolution.
• Join bridge calls and handle major incidents, ensuring timely communication, coordination, and restoration of services.
• Perform Level 1/2 troubleshooting for network incidents and update tickets accurately and promptly.
• Coordinate with service providers (SPs) to resolve connectivity or performance issues within defined SLAs.
• Escalate issues to the next support level within defined SLA timelines when required.
• Work on problem tickets, perform in-depth analysis, and provide detailed Root Cause Analysis (RCA) and corrective actions.
• Develop and provide trend data, reports, and analysis for recurring incidents and network performance.
• Participate in client meetings and service management reporting as required by operational processes.
• Discuss with clients to gather and understand technical requirements for network changes and enhancements.
• Prepare detailed implementation plans and execute network changes in accordance with approved procedures and change management policies.
• Collaborate with internal technical teams to fulfill client requirements and support planned network changes or improvements.

Professional & Technical Skills

• Strong expertise and hands-on experience in troubleshooting and configuring BGP, EIGRP, STP, HSRP, and PBR, along with a solid understanding of QoS mechanisms and Cisco routing and switching architectures.
• Proficient in Cisco SD-WAN technologies, including OMP routing, vManage, vSmart, and vBond controllers, as well as centralized policy and template-based configurations.
• Basic understanding and troubleshooting exposure to Firewalls (Palo Alto, Cisco ASA and VPN technologies.
• Hands-on experience with Cisco Wireless technologies, including Cisco 9800 Series Wireless LAN Controllers (WLCs), Access Point onboarding, and Guest Wi-Fi setup and troubleshooting.
• Working knowledge of Arista networking solutions, with exposure to Arista EOS and CloudVision considered an added advantage.
• Proven experience in troubleshooting complex issues in large enterprise networks.
• Understanding of the ITIL framework and standard operational processes.
• Working knowledge of ServiceNow for incident and change management.
• Exposure to various Network Management Tools such as DNAC, SolarWinds, ThousandEyE or equivalent.

Additional Information

• The candidate should have minimum 8-9 years of experience in Network Infrastructures and operations.
• This position is based at our Pune/Bengaluru office.
• A 15 year full time education is required Professional & Technical Skills: Strong technical knowledge/expertise in Routing, Switching, Wireless and Security. Strong hands-on experience in vendor products: Cisco, Arista, etc. Experience with tools like SolarWinds, ServiceNow, Cisco DNAC, Thousand Eyes. Strong verbal and written communication skills.
• Must To Have Skills: Proficiency in Enterprise Network Operations.
• Strong understanding of network protocols, hardware components, and operating system environments.
• Experience in diagnosing and resolving hardware and software issues across diverse platforms.
• Ability to perform Level One and Level Two troubleshooting effectively.
• Familiarity with configuration management and incident response processes.
• Skilled in maintaining and supporting server and network infrastructure to ensure high availability.