SME - Network LAN/WAN
# SME - Network LAN/WAN **HCLTech** · Bengaluru, Karnataka · `On-site` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Bengaluru, Karnataka Job Summary As a member of Cisco Managed Services (CMS) Team, you will be supporting Cisco’s Managed Services Customers. The team provides first/second/third level technical support for Cisco Network and Managed Collaboration solutions worldwide via phone calls, and remote access. Provide consultation to independently solve problems for Cisco customers along with collaborating with Cisco internal TAC, Product Management, Development Business Units, and other 3rd party vendors to resolve issues. Key Responsibilities You will work on sophisticated problems where analysis of situations requires in-depth evaluation of factors. Lead and Own Incident bridges/ meetings for key stakeholders. Pro-actively communicate and present workaround and resolution steps/ path. Understand and meet customer agreements (SLO/SLA/commitments) while following and improving established team processes Identify and enforce to cost reduction measures through continuous improvement, innovation, and automation Understand ITIL framework (Event, Incident, Change & Problem Management) Specific to the role of Incident Manager, responsibilities may include: Provide process leadership and mentorship on all P1, P2, and other high visibility incidents Advise the leadership team through an e-page or appropriate mailer with the incident number and bridge information within mutually agreed service level objectives Provide internal and external executive level updates to all stakeholders Assign tasks and supervise follow-up actions Collaborate with multi-functional teams (AS, TAC, etc) to ensure unified messaging to customer Participate in an on-call rotation with other Incident Managers Assist Operation Managers with daily management tasks Refine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience Lead ticket reviews to provide ongoing feedback to the Incident Team Mentor and coach the Incident Team Identify the trainings required for both technical and process domains for the team and consider roll out suitable corrective measures. Responsible for planning and coordinating all the activities required to monitor, perform and report all day2 operations under the purview of incident management. IM is responsible to identify process deviations and applying suitable corrective measures. IM is responsible to manage communications during major incidents to customer and internal stakeholders. IM is responsible to assess the workload in the NOC and plan resources accordingly with due consultation along with operations management. IM is responsible to monitor the adherence to incident management service level agreement and apply suitable corrective measures as required. IM should plan, schedule and drive adherence to incident reviews by Tier 2 / Tier 3 engineers. IM should establish continuous service improvement cycles where the process, performance, activities, policies, procedures, supporting technology, roles and responsibilities are reviewed, and suitable corrective measures are applied as applicable. IM should conduct regular individual and team sync up with the team members to identify the area of improvements (Process & technical) and accordingly apply suitable corrective measures. IM should conduct different activities for team building measures. IM should proactively work with Tier 2 / Tier 3 to plan applicable activities ensuring stability of the production set up. IM should collaborate with Tier 3 to perform skill gap analysis once in every six months and accordingly rollout suitable corrective measures. IM should work with Tier 3 to roll out mentoring programs for engineers to improve on their technical and process skills. IM should work with Tier 2 / Tier 3 engineers to help team in adopting automation in operations improving quality, MTTR and efficiency. IM should proactively work to bring in operational excellence by continuously helping team members on leveraging different CMS tools for efficient incident handling and by coordinating with customers and internal stakeholders. IM should collaborate with different CX teams to bring in service excellence by leveraging the expertise of CX. Skill Requirements BS/MS in a technical field and 10+ years of experience in Network Operations Centre or Technical Assistance Centre. Relevant Industry experience will also be considered. 3+ years’ experience in an Incident Manager/ Lead role while acting as a liaison with external/internal customers. ITIL Foundation certification required. ITIL Expert certification desired.= Strong understanding of Cloud delivery models. Relevant foundational cloud certifications are a definite plus. Knowledge on Cisco technologies - Unified Communication, Contact Center, Cisco Routing and Switching, Cisco Data Center Compute and Storage Great teammate with good communication skills in both written and spoken format Ability to prioritize while handling customer commitments. Other Requirements BS/MS in a technical field and 10+ years of experience in Network Operations Centre or Technical Assistance Centre. Relevant Industry experience will also be considered. 3+ years’ experience in an Incident Manager/ Lead role while acting as a liaison with external/internal customers. ITIL Foundation certification required. ITIL Expert certification desired.= Strong understanding of Cloud delivery models. Relevant foundational cloud certifications are a definite plus. Knowledge on Cisco technologies - Unified Communication, Contact Center, Cisco Routing and Switching, Cisco Data Center Compute and Storage Great teammate with good communication skills in both written and spoken format Ability to prioritize while handling customer commitments. #body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
Наблюдалась 2026-09-15, впервые 2026-09-14, источник — Indeed.