Sr Technical Lead (Support & Operations)
India
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Job Description
Sr Technical Lead (Support & Operations)
Gurugram, Haryana

Job Summary

We are looking for a skilled SD-WAN L2 Engineer with 6+ years of experience and having hands-on experience in monitoring, troubleshooting, and managing enterprise SD-WAN environments. The candidate will be responsible for providing Level-2 operational support, incident resolution, change implementation, and ensuring the availability and performance of WAN services across multiple branch locations.
The ideal candidate should have experience with SD-WAN technologies, routing protocols, VPNs, and network troubleshooting in a large-scale enterprise environment.
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Key Responsibilities

SD-WAN Operations & Support
•  Provide L2 support for SD-WAN infrastructure and branch connectivity.
•  Monitor SD-WAN health, performance, and availability using monitoring tools.
•  Troubleshoot WAN, LAN, and application routing issues.
•  Participate in major incident and outage management activities.
•  Knowledge of Routing protocols (OSPF, EIGRP, BGP etc…) and Switching.

Skill Requirements

SD-WAN Operations & Support
•  Provide L2 support for SD-WAN infrastructure and branch connectivity.
•  Monitor SD-WAN health, performance, and availability using monitoring tools.
•  Troubleshoot WAN, LAN, and application routing issues.
•  Participate in major incident and outage management activities.
•  Knowledge of Routing protocols (OSPF, EIGRP, BGP etc…) and Switching.
Incident & Change Management
•  Resolve incidents and service requests within defined SLA timelines.
•  Implement approved network changes and service requests.
•  Perform impact analysis before executing changes.
•  Update ticketing systems with troubleshooting details and resolutions.
Configuration & Maintenance
•  Support branch onboarding and provisioning activities.
•  Configure SD-WAN templates, policies, and routing parameters.
•  Validate connectivity after changes and upgrades.
•  Assist in software upgrades and patch implementation.
Documentation & Compliance
•  Maintain SOPs, runbooks, and operational documentation.
•  Prepare incident reports and RCA inputs when required.
•  Ensure compliance with organizational security and change management policies.
•  Participate in governance and operational review meetings.
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Technical Skills
SD-WAN Technologies
•  Cisco SD-WAN (Viptela) – Preferred
•  Fortinet SD-WAN
•  Versa SD-WAN (Good to Have)
Routing & Switching
•  BGP
•  OSPF
•  EIGRP
•  Static Routing
•  VLANs
•  TCP/IP Fundamentals
VPN & Security
•  IPsec VPN
•  Site-to-Site VPN
•  Remote Access VPN
•  Basic Firewall Concepts
Monitoring & Tools
•  SolarWinds
•  PRTG
•  ManageEngine
•  Cisco vManage
•  ServiceNow/Ticketing Tools

Other Requirements

Required Qualifications
•  Bachelor's Degree in Engineering, Computer Science, or related field.
•  6+ years of experience in Network Operations and SD-WAN support.
•  Hands-on experience in enterprise WAN environments.
Preferred Certifications
•  CCNA / CCNP Enterprise
•  Cisco SD-WAN Training/Certification________________________________________
Desired Competencies
•  Strong troubleshooting and analytical skills.
•  Good understanding of WAN technologies and network protocols.
•  Ability to work in a 24x7 support environment.
•  Effective communication and stakeholder management.
•  Experience working in an ITIL-driven support organization.
•  Ability to collaborate with L1, L2, and L3 teams for issue resolution.

Key Performance Indicators (KPIs)
•  SLA Compliance for Incident and Service Request Resolution.
•  Network Availability and Stability.
•  Successful Change Implementation Rate.
•  Customer Satisfaction and Service Quality.
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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.