Job Summary
FSO L3 Onsite Position Burlington Managed Network Services Role Snapshot Recommended JD Baseline Position Title FSO L3 Onsite Manager / Senior Network Engineering Lead Work Location Onsite - Burlington, USA Support Scope Field Services Operations, Network Infrastructure, Break-Fix, MACD, Incident / Problem / Change support Experience 10+ years for L3 Network Engineer profile; 12+ years preferred for onsite leadership / FSO manager alignment Engagement Model Dedicated onsite interface working with offshore NOC, FSCC, Burlington stakeholders, OEMs, and dispatch / hands-and-feet partners Service Window Aligned to 24x7 managed-network service model; onsite presence to support business-critical events, escalations, and scheduled activities 1. Position Summary The FSO L3 Onsite position is a senior field services and network support role responsible for providing expert-level onsite coordination, advanced troubleshooting, complex change support, problem management, RCA assistance, and operational leadership for Burlington network services. The role acts as a bridge between Burlington stakeholders, HCLTech offshore NOC / Field Services Command Center, OEMs, third-party vendors, and onsite dispatch partners. The position is intended to strengthen rapid resolution of high-severity incidents, improve break-fix / MACD execution quality, and ensure field outcomes are aligned with Burlington processes, documentation, and service expectations. 2. Role Purpose • Provide onsite L3 leadership for field services operations supporting Burlington network infrastructure across stores, non-store sites, distribution centers, and corporate locations as applicable. • Own technical escalation coordination for complex incidents, major incidents, critical field events, MACDs, break-fix maintenance, and installation / testing scenarios. • Guide onsite technicians and smart-hands resources with clear, real-time instructions suitable for IT generalist resources where deep network expertise is not available onsite. • Coordinate with offshore L2 / L3 Network Engineers and SMEs for configuration reloads, validation, monitoring onboarding, CMDB updates, documentation, and ticket closure quality. Drive field execution excellence by ensuring adherence to Burlington protocols, standard operating procedures, change requirements, labeling / asset-tag expectations, and documentation standards. 3. Key Responsibilities A. Advanced Incident & Major Incident Support • Handle escalated network incidents that cannot be resolved by L1 / L2 or automation-based resolution paths. • Lead onsite coordination during P1 / P2, priority network tickets, major incidents, and high-impact field events. • Perform or coordinate advanced diagnostics including packet capture, log analysis, traffic-flow validation, and application-connectivity troubleshooting. • Determine whether issues can be resolved remotely, require onsite Burlington personnel, or require dispatch of field technicians; reduce delays in dispatch decision-making.
Key Responsibilities
FSO L3 Onsite Position Burlington Managed Network Services Role Snapshot Recommended JD Baseline Position Title FSO L3 Onsite Manager / Senior Network Engineering Lead Work Location Onsite - Burlington, USA Support Scope Field Services Operations, Network Infrastructure, Break-Fix, MACD, Incident / Problem / Change support Experience 10+ years for L3 Network Engineer profile; 12+ years preferred for onsite leadership / FSO manager alignment Engagement Model Dedicated onsite interface working with offshore NOC, FSCC, Burlington stakeholders, OEMs, and dispatch / hands-and-feet partners Service Window Aligned to 24x7 managed-network service model; onsite presence to support business-critical events, escalations, and scheduled activities 1. Position Summary The FSO L3 Onsite position is a senior field services and network support role responsible for providing expert-level onsite coordination, advanced troubleshooting, complex change support, problem management, RCA assistance, and operational leadership for Burlington network services. The role acts as a bridge between Burlington stakeholders, HCLTech offshore NOC / Field Services Command Center, OEMs, third-party vendors, and onsite dispatch partners. The position is intended to strengthen rapid resolution of high-severity incidents, improve break-fix / MACD execution quality, and ensure field outcomes are aligned with Burlington processes, documentation, and service expectations. 2. Role Purpose • Provide onsite L3 leadership for field services operations supporting Burlington network infrastructure across stores, non-store sites, distribution centers, and corporate locations as applicable. • Own technical escalation coordination for complex incidents, major incidents, critical field events, MACDs, break-fix maintenance, and installation / testing scenarios. • Guide onsite technicians and smart-hands resources with clear, real-time instructions suitable for IT generalist resources where deep network expertise is not available onsite. • Coordinate with offshore L2 / L3 Network Engineers and SMEs for configuration reloads, validation, monitoring onboarding, CMDB updates, documentation, and ticket closure quality. Drive field execution excellence by ensuring adherence to Burlington protocols, standard operating procedures, change requirements, labeling / asset-tag expectations, and documentation standards. 3. Key Responsibilities A. Advanced Incident & Major Incident Support • Handle escalated network incidents that cannot be resolved by L1 / L2 or automation-based resolution paths. • Lead onsite coordination during P1 / P2, priority network tickets, major incidents, and high-impact field events. • Perform or coordinate advanced diagnostics including packet capture, log analysis, traffic-flow validation, and application-connectivity troubleshooting. • Determine whether issues can be resolved remotely, require onsite Burlington personnel, or require dispatch of field technicians; reduce delays in dispatch decision-making.
Skill Requirements
FSO L3 Onsite Position Burlington Managed Network Services Role Snapshot Recommended JD Baseline Position Title FSO L3 Onsite Manager / Senior Network Engineering Lead Work Location Onsite - Burlington, USA Support Scope Field Services Operations, Network Infrastructure, Break-Fix, MACD, Incident / Problem / Change support Experience 10+ years for L3 Network Engineer profile; 12+ years preferred for onsite leadership / FSO manager alignment Engagement Model Dedicated onsite interface working with offshore NOC, FSCC, Burlington stakeholders, OEMs, and dispatch / hands-and-feet partners Service Window Aligned to 24x7 managed-network service model; onsite presence to support business-critical events, escalations, and scheduled activities 1. Position Summary The FSO L3 Onsite position is a senior field services and network support role responsible for providing expert-level onsite coordination, advanced troubleshooting, complex change support, problem management, RCA assistance, and operational leadership for Burlington network services. The role acts as a bridge between Burlington stakeholders, HCLTech offshore NOC / Field Services Command Center, OEMs, third-party vendors, and onsite dispatch partners. The position is intended to strengthen rapid resolution of high-severity incidents, improve break-fix / MACD execution quality, and ensure field outcomes are aligned with Burlington processes, documentation, and service expectations. 2. Role Purpose • Provide onsite L3 leadership for field services operations supporting Burlington network infrastructure across stores, non-store sites, distribution centers, and corporate locations as applicable. • Own technical escalation coordination for complex incidents, major incidents, critical field events, MACDs, break-fix maintenance, and installation / testing scenarios. • Guide onsite technicians and smart-hands resources with clear, real-time instructions suitable for IT generalist resources where deep network expertise is not available onsite. • Coordinate with offshore L2 / L3 Network Engineers and SMEs for configuration reloads, validation, monitoring onboarding, CMDB updates, documentation, and ticket closure quality. Drive field execution excellence by ensuring adherence to Burlington protocols, standard operating procedures, change requirements, labeling / asset-tag expectations, and documentation standards. 3. Key Responsibilities A. Advanced Incident & Major Incident Support • Handle escalated network incidents that cannot be resolved by L1 / L2 or automation-based resolution paths. • Lead onsite coordination during P1 / P2, priority network tickets, major incidents, and high-impact field events. • Perform or coordinate advanced diagnostics including packet capture, log analysis, traffic-flow validation, and application-connectivity troubleshooting. • Determine whether issues can be resolved remotely, require onsite Burlington personnel, or require dispatch of field technicians; reduce delays in dispatch decision-making.
Other Requirements
NA