Service Operations Wi-Fi L3 Support Senior - Híbrido

HSBC México; Toluca; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading banking and financial services organization in Toluca is seeking an experienced Service Operations Wi-Fi L3 Support SME. In this role, you will lead and resolve MIST Wi-Fi incidents globally, ensuring quick turnaround and effective communication with teams. Candidates must have strong telecoms knowledge, experience in Juniper MIST Wi-Fi, and be able to work in a high-pressure environment. Full-time position on rotating shifts with an emphasis on teamwork and communication skills.

Formación

• 4 years of experience in WIFI.
• Strong understanding of Juniper MIST WIFI infrastructure.
• Experience in ITIL/Agile frameworks.

Responsabilidades

• Lead and resolve WIFI incidents.
• Assist in deployment of new projects and upgrades.
• Manage proactive and reactive cases.

Conocimientos

Strong Telecoms and Juniper MIST WIFI experience

Good team player

Advanced conversational English

Understanding of Data Network Topologies and protocols

Microsoft Office

Herramientas

ServiceNow

Cisco/Juniper CLI

Descripción del empleo

Service Operations Wi-Fi L3 Support SME

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Service Operations Wi-Fi L3 Support SME

Role Purpose:

Primary Responsibility is to be SME for MIST WIFI incidents globally and provide expertise in resolution. A strong working knowledge of Juniper MIST Wi-Fi infrastructure is expected. As part of the role, you will be supporting other IT teams including Incident Management during crisis and represent Connectivity. You will be working within a wider global NOC Team on a “follow the Sun” basis. Day to Day direct interaction with the business trouble-shooting WIFI incidents – therefore strong communication skills are essential. You will be expected to lead and drive these incidents until resolution.

Main Activities

Principal Accountabilities:

• Primary SME for MIST/WIFI cases
• Quickly resolve WIFI incidents to meet and reduce MTTR.
• Take ownership of incidents and escalate high severity cases.
• Work with the team and share experiences and knowledge.
• Raise vendor cases – scheduling RMA around business requirements.
• Raise vendor SR and manage at L3 technical level.
• Support and guide other team members.

Responsibilities will include:

• Lead and Support WIFI incidents.
• Help with deployment of new projects/ Upgrades.
• Assist other teams in change activities.
• Raise RMA cases in coordination with the business. Facilitate recovery of failed infrastructure.
• Raise TAC cases with our vendors.
• Manage proactive and reactive cases.
• Input into process improvements.
• 4 years of experience in WIFI
• Juniper MIST WIFI 4 years of experience
• WIFI experience
• Full Time working on rotating shifts but local business hours.
• Willing to be on call for support.
• Must Have Skills:
• Strong Telecoms and Juniper MIST WIFI experience.
• Need to be a good team player.
• Understanding of Data Network Topologies and protocols.
• Knowledge of Cisco/Juniper CLI.
• Advanced conversational English.
• Microsoft Office.
• Nice to Have Skills on:
• Experience in working in ITIL/Agile with frameworks.
• Knowledge of ServiceNow.
• Telecoms Certifications.
• Bluecoat proxy,
• Proactive Skills
• Partnership with other teams and vendors.
• Work under pressure
• Working as part of a global team.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.