Subject Matter Expert (Support&Ops)
India
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Job Description
Subject Matter Expert (Support&Ops)
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

ob Description • Strong knowledge of LAN/WAN infrastructures, topologies and protocols. • Strong knowledge of current IT infrastructure trends. • Strong knwoledge and experience on Wireless and DNAC (Catalyst Center) • Knowledge of Ansible, Thousand eyes, Splunk Tool • Mastery-level understanding of network management frameworks. • Knowledge and experience with the following specific product sets: Cisco routers and Switches including Nexus product line. • Responsible for EIGRP, OSPF, MPLS and BGP routing protocols as well as traffic shaping and packet prioritization. • Strong understanding of Cisco wireless technologies. • Monitor and track network performance to determine problem areas and proactively develop solutions • Knowledge of Infiniband and HP c7000. • Must have experience in designing and deploying large scale network setup. • Configuring and troubleshooting 802.1Q VLAN trunking • Configuring and troubleshooting L2 domains with PVST+ and 802.1w with 802.1s for rapid Spanning Tree, and Ether channel using LACP ,PAGP & HSRP FHRP protocols • Configuring and troubleshooting Multi-VRF Enterprise network • Configuring and troubleshooting LAN Switching including Cisco Catalyst/ Nexus family of blades and switches. • Configuring and troubleshooting IPSEC site-to-site VPNs, DMVPN. • Desirable: Hands-on experience in configuring and monitoring network equipment, including Cisco WAN routers, LAN switches, load balancers, SNMP managers, and protocol analyzers. • Desirable: Experience in Cisco IOS Platform \" Support Enviornment 24x7
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.