LAN/WAN Incident & Operations Lead

HCL Technologies Limited; Ciudad de México; Hybrid; MXN 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited in Mexico City seeks a Subject Matter Expert (Support & Ops) to oversee escalated Data LAN/WAN incidents, ensuring timely resolution and SLA compliance while delivering clear communications to customers.

You will mentor team members, develop SOPs, validate change plans, participate in capacity planning, and analyze root cause and trends to drive performance improvements.

Qualifications

• Experience with Data LAN/WAN incident management and SLA compliance.
• Strong root cause and trend analysis skills.
• Excellent communication with stakeholders.
• Ability to mentor and guide team members in support operations.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets by analyzing LAN/WAN incidents according to SLAs.
• Mentor team members on LAN/WAN protocols and best practices, prepare SOPs, and maintain documentation.
• Validate change order implementation plans by assessing compliance with human error protocols; participate in capacity planning for LAN/WAN resources.
• Facilitate positive customer feedback by participating in meetings to gather insights and provide actionable solutions.
• Conduct and validate analyses such as root cause and trend analyses to generate reports for performance improvements and present findings to stakeholders.

Skills

Data LAN/WAN knowledge

Root cause analysis

Stakeholder communication

Team mentoring

Job description

HCL Technologies Limited in Mexico City seeks a Subject Matter Expert (Support & Ops) to oversee escalated Data LAN/WAN incidents, ensuring timely resolution and SLA compliance while delivering clear communications to customers.

You will mentor team members, develop SOPs, validate change plans, participate in capacity planning, and analyze root cause and trends to drive performance improvements.