SME - Wireless Networking
United States
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Job Description
SME - Wireless Networking
Brevard, Florida

Job Summary

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

  • 24x7 Event/Alert/Incident Monitoring support for in-scope infra, Apps and Cloud Management 

 

  • 24x7 Event/Alert/Incident Monitoring support for in-scope infra, Apps and Cloud Management 

  • Assist the Team in : Capturing  Alerts or Situation, then raise incident tickets.  Perform SOP based support and escalate to respective Technology Teams 

  • Creation of SOP's and knowledgebase 

  • Handle escalations and assist in creation of RCAs 

  • Proactive monitoring and tracking of tickets 

  • Performs Gap Analysis 

  • Provide environmental support and handle escalations 

  • Perform end to end Incident Management for event-based incidents  

  • Monitor Batch Job (Job Scheduling) Alerts and Handle Batch Job Requests (execute Job schedules) 

  • Provide phone support 24x7x365 

  • Initiates, coordinates and collaborate with Tools, Technology Team, Service Desk and Vendor management 

  • Reduces the workload of the technology tracks by performing Instruction based (SOP) Level 1.5 troubleshooting and try to resolve Incident tickets at Command Center Level.   

  • Assist in High Severity Incidents: Initiate Critical Bridges and work closely with CIM/MIM Dedicated Team 

  • Act as a Situation Manager and assist dedicated CIM/ MIM Team (impact analysis, initiate bridge, inform MIM/CIM, inform Service Desk, inform Business, inform oncall person, send out hourly report, send out closer report, find out recurring issue or in the past this issue has been reported, if required run business bridge) etc 

  • notify respective support groups 

  • Handling high priority tickets, Critical incident Management (CIM/MIM) 

  • Generate operations report 

 

RESPONSIBILITIES  

 

  • Work in rotational shifts to provide 24/7 monitoring support for IT infrastructure. 

  • Act as a first point of escalation/consultation for the team on all technical, procedural and processes related queries. 

  • Manages the team during respective shift. 

  • Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example  

 

  • Monitoring Tool :  Moogsoft, Splunk, iTOM, Big Panda, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope 

  • ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc 

  • Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation,  

  • Update, maintain Runbook, Other Technical documents, SOPs and all respective documents  

  • Ensure proper shift handover to the next shift. 

  • Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact on the business. 

  • Strict adherence to response, resolution timelines mentioned in SLA 

  • Resolution includes where level 1.5 troubleshooting is in Teams scope. 

  • Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution. 

  • Act as a trigger for the critical incident management process by involving the technical & incident management team.  

  • Collaborate with respective stakeholders  and provide accurate & timely updates 
Maximum Salary (US):  143000
Minimum Salary (US):  99000
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Information at a Glance

Why HCLTech?

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 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.