Lucknow, Uttar Pradesh
Job Summary

JOB DESCRIPTIONrnrnrnCisco LAN/WAN EngineerrnrnRequirements : L2 Mid-Level/L3 Senior-LevelrnrnLocation: Noida rnrnrnThe role of Support Engineers is to provide Implementation and Test and Turn up support for SD-WAN network of all supported SD-WAN technologies. Acts as a single point of contact to triage and investigate any SD-WAN incident reported via monitoring tools or by customers. Support includes Incident Management related connectivity issues including and not limited to network underlay issues.rnrnKey Requirements: rnrn• Rich experience of QOS/MPLS, BGP, OSPF, L3VPN/L2VPN, BFD, SD-WAN, NetConf, NMS & OSS/BSS protocols.rn• Should have profound knowledge of OMP,DTLS, IP Sec & other Secure internet Gateway tunnel.rn• Valuable experience in SDWAN Multicloud environment, Azure Express route, Cloud-on Ramp, DIA, Zone base firewall, IPS, AMP, Umbrella.rn• Experience in SDN/NFV, SDWAN (Viptela is must and Velocloud / Versa is desirable) & Cisco cEdge & vEdge router onboarding to SDWAN controller.rn• Solid knowledge in cisco SDWAN all controller element vBond, vSmart & vManage in HA environment .rn• Demonstrated experience with LAN/WAN, routing protocols, VRRP, VRF, QoS, troubleshooting, and scriptingrn• Industrial certifications in Cisco, Juniper, F5.rn• Demonstration of CCNP/CCNP SP (CCIP)/CCIE level (or higher) knowledge (or vendor alternatives) is must (required or comparable level)rn• Cloud technologies and security services (Zscaler)



is desirable.rn• Work experience on cisco vRouter in multi cloud environment.rn• Wireless & SD-Access knowledge is an advantage.rnrnrnrnrnResponsibilities: rnrn• Managing & troubleshoot SDWAN Template, Control connection, PNP portal, BFD IP sec tunnel, SIG tunnel.rn rn• Configure Quality of Service.rnrn• Assists in network troubleshooting and provides input for root cause analysis for network related outages.rnrn• Meet and maintain a dialog with support teams and vendors to support SDWAN Network operations and projects.rnrn• Work with remote technicians and install various network elements associated with SDWAN deployments. This can include but is not limited to various white box solutions (Viptela, Velocloud, Versa etc.), vNFs (SDWAN, security, etc.) or other hardware components such as Cisco routers, Riverbed WAN Accelerators, Visual probes, LAN Switches, Wireless Netgates, LTE or Broadband modems, etc.rnrn• Manage and control a test and turn-up bridge required for service activationrnrn• Accurate documentation of activation activities, notes, client communication, etc.rnrn• Coordination of bridge calls, communication to engage resources and vendors to resolve issues.rnrn• Provide support coordination, escalation and troubleshooting assistance for SDWAN Network infrastructure including Networkingrnrn• Troubleshoot various circuit types - Ethernet, T1/E1,



T3/E3, BB, LTErnrn• Access MPLS backbone routers (Cisco, Juniper) and troubleshoot at various layersrnrn• Ensure monitoring of batch scheduling and backup jobs and perform initial troubleshooting and escalation as documented upon failurernrn• Troubleshooting hardware and serving as an on-site resource for WAN Participate in resolutionrnrn• Will be required to work in various shifts (Day/Night) including holidays and weekends

Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

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📌 Sr Analyst (Lucknow)
🏢 HCLTech
📍 Lucknow