SME - Network LAN/WAN

Experience: Not Available to Not Available years

Location: Vijayawada, India

Skills: Network Technologies, WAN, LAN, Cisco, Arista, Incident Management, People Management, CCNA, CCNP, Itil Foundation Certification, Root Cause Analysis, Trend Analysis

Job Summary
The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalated incidents and tickets in the Data LAN/WAN area. This position is pivotal in maintaining quality compliance with service level agreements (SLAs) while fostering positive customer satisfaction through effective communication and in-depth analysis. The expert will also contribute to the development of team capabilities and operational efficiencies.

Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets By Analyzing Lan/Wan Incidents According To Slas, Leading To Improved Customer Satisfaction.
2. Mentor Team Members On Lan/Wan Protocols And Best Practices, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans By Assessing Compliance With Human Error Protocols And Actively Participate In Capacity Planning For Lan/Wan Resources.
4. Facilitate Positive Customer Feedback By Participating In Meetings To Gather Insights On Challenges Faced And Provide Actionable Solutions.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis To Generate Reports That Support Performance Improvements And Present Findings To Key Business Stakeholders.

Role Overview:
Provides first level support for network incidents, alerts and service requests. Ensuring quick identification, logging, resolution and escalation of cases.





Key Responsibilities:
• Assess and troubleshoot the incidents and assign the respective priority (1. critical - 4. normal) for tickets assigned to the group.
• Assess the customer reported/manual incidents on the OC queue and report the respective classification (major or minor incidents) of incidents based on defined criteria.
• Follow up on the incidents created to the external LoB (Lines of Business) teams.
• Awareness of the organizational set-up (GCS), design and functions, the GCS process landscape and the distinct roles involved in Incident Management.
• Monitors and analyzes event-based incident trends using the leading ITSM tool as relevant to OC scope.
• Coordination with 3rd party with DCM and vendor and follow up event based P2-P4 incidents.
• Vendor TAC (Technical Assistance Center) case creation, handling and follow up for P2-P4 incidents.
• Prequalify the alerts based on information on the provided Monitoring dashboards before triggering of Major Incidents.
• Cross validate network related ongoing Major Incidents and network related last 24 hours changes to support the Major Incident Qualification based on change overview provided by SAP CND (Cloud Network Delivery) change function.
• Perform technical device level impact validation and escalate per defined MI (Major Incidents) Escalation process.
• Validate and reset, where appropriate,



prioritization of Service Request based on defined criteria assigned to OC queue.
• Join the troubleshooting bridge and assist with customer engineers to resolve issues.
• Perform investigation on Incidents caused by Events/Alerts via Trend & Pattern Analysis.
• Top X contributors are identified and validated for the potential problem candidates.
• Part of Service Introduction, Perform validation against the BCR (Build Configuration Repository) vs checklist (Tools, CMDB, DNS (Domain Name System) entry, reachability).
• Update Additional Asset Information per standard operating procedure.
• Report inconsistent information to requestor upon validation (L1, Tools, CMDB).
• As of Asset Management, review inconsistent Asset Data; engage SAP CND Tools if issues identified.
• Update CND specific attributes in CMDB on SNOW.
• Update/Decom of Cis in CMDB at HCSM ServiceNow.
• Validation of CIs attributes (e.g., Serial_Number, Hostname, IP Address) in DCAM, SISM (SAP Inhouse System Manager) and Spectrum.
• Continuous validation of accuracy of managed devices.
• Report identified gaps during assessment.
• Publishing capacity.

Skill Requirements
1. In-Depth Knowledge Of Data Lan/Wan Technologies And Incident Management Processes.
2. Robust Analytical Skills To Conduct Root Cause Analysis And Trend Analysis.
3. Excellent Communication Skills To Liaise With Stakeholders And Present Findings Effectively.
4. Proven Ability To Mentor And Guide Team Members In Support Operations.

Other Requirements
1. Itil Foundation Certification Is Preferred.
2. Cisco Certified Network Associate (Ccna) Certification Is Optional But Valuable.

📌 SME Network LAN/WAN (Vijayawada)
🏢 HCL Technologies
📍 Vijayawada