SME - Wireless Networking

Overview

The Subject Matter Expert (Support & Ops) ensures swift and effective resolution of escalations and incidents within the Support & Operations area. This role emphasizes adherence to SLAs and quality standards, fostering positive customer satisfaction through proactive communication and expert guidance in SDWAN and Wireless WLAN technologies.

Responsibilities

• Ensure Timely Resolution And Compliance With Quality Standards For Escalated Tickets And Incidents Related To Sdwan And Wireless Wlan Technologies, Adhering To Agreed SLAs.
• Mentor Team Members And Administrators, Prepare Standard Operating Procedures (SOPs), And Maintain Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Guidelines While Participating In Capacity Planning For Network Resources.
• Actively Engage In Customer Meetings To Address Issues, Gather Feedback, And Ensure Customer Satisfaction With Sdwan And Wireless Wlan Services.
• Validate And Analyze Root Cause And Trend Analysis Reports To Facilitate Performance Improvements And Present Findings To Key Business Stakeholders.

Skill Requirements

• Advanced Proficiency In Sdwan Technologies, Including Cisco Wireless Wlan.
• Strong Understanding Of Network Operations, Incident Management, And Escalation Procedures.
• Excellent Communication Skills For Effective Stakeholder Engagement And Presentation.
• Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

• Optional But Valuable: Cisco Certified Network Professional (CCNP) Or Equivalent Sdwan/Wlan Certifications

Technical Focus Areas (Recurring Responsibilities)

• Advanced ACI & SDN Design: Support the end-to-end design, implementation, and optimization of Cisco ACI and Nexus Dashboard environments, ensuring secure multi-tenancy, consistent policy application, and high-performance fabric connectivity across data centers.
• NetDevOps & Automation: Drive "Infrastructure as Code" (IaC) initiatives by utilizing NetDevOps tools and frameworks (e.g., Python, Ansible, Terraform) to automate configuration management, zero-touch provisioning, and network observability.
• Create, own, and drive the maintenance plan for network products and services under direct accountability.
• Support the engineering and delivery of LAN, WAN, Wi-Fi, load balancing, DNS/DHCP/IPAM (DDI), and NTP solutions across branches, corporate offices, data centers, cloud environments, and remote ATMs.
• Implement and maintain secure and highly available network services based on enterprise design standards and platform roadmaps.
• Apply deep working knowledge of routing, switching, IP services, and network segmentation to ensure network performance and scalability.
• Ensure that all network products and services are delivered and maintained with lifecycle planning, high availability, resiliency, reliability, and future scalability in mind.
• Manage integration with telecom providers, cloud interconnects, and international network links to support global operations and remote ATM connectivity.
• Ensure network products and services are aligned to regulatory requirements and internal security architecture frameworks.

Company & Benefits (selected)

• Note: Benefits vary by employment type and country of work. Some benefits may be available in some countries but not in all.

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