HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 150,000+ ‘Ideapreneurs’ working in 46 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. HCL generated consolidated revenues of USD 9.94 billion for 12 Months Ended 31st March, 2020.
We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.
HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 35 customers in 18 different languages.
Responsibilities & Qualifications
Responsibilities
- Adhering to SLAs
- Mentoring / Training Team Members
- Handling tickets / requests
- Perform root cause analysis
- Troubleshooting technical issues
- Defining processes and ensuring that the processes are adhered to
- Oversees and is responsible for successful completion of Installation, configuration and migration
- Ensure maximum uptime according to the SLA
- Understanding of Multi-geo support environment
- Responsible for building / maintaining a test environment
- Improves and maintains customer and employee satisfaction
- Suggests new technologies and design changes
- Monitoring and maintaining SLA requirements by the team members
- Testing / Auditing/processes as required from time to time
- Identify Skill gaps and plan for training / knowledge updating
Technology Knowledge
- Router - Cisco
- Switch – Cisco and Arista
- Meraki – Cisco
- WLAN – Cisco
- WLAN Appliance – Cisco and Aruba
- IPAM - Infoblox
- WAN Optimizer - Riverbed
- Packet Shaper - Bluecoat
- Terminal Server - Ion systems
- Load Balancer - F5
Qualifications
- Min 8+ years of Network administration experience in large enterprise environment
- Should have Cisco and other industry standard networking certifications
- Extensive experience in System Fault Tolerance, Networking Designing, Business continuity and Disaster recovery
- Expertise in the analysis, implementation, troubleshooting & documentation of LAN/WAN architecture and good experience on IP services.
- Excellent communication and conversation skills (Verbal and Written)
- Experience in representation in Change Advisory Board (CAB) meetings
- In depth understand and troubleshooting skills for data centers Technologies (vPC, VDC, OTV, FEX)
- Expert level knowledge of troubleshooting, implementing, optimizing and testing of static and dynamic routing protocols such as EIGRP, OSPF, BGP and ability to interpret and resolve complex route table problem
- Excellent hands-on experience on Cisco devise (Routers Switches l2/l3)Excellent hands-on on Cisco & Meraki Products
- Excellent hands-on in Cisco Meraki switches MS100, MS200, MS300, MS400
- Excellent hands-on in Cisco Meraki MX100, MX84 MX250, MX450
- Excellent hands-on in Cisco Meraki WLC/Access point
- Should have excellent knowledge of installing and troubleshooting Meraki Wi-Fi networks
- Handling escalated troubleshooting calls related with Routing, Switching, Wireless, Meraki & VPN
- Excellent hands-on experience on Cisco Nexus 9K/7K/5K/2K Series of switches
- Excellent hands-on experience on Wireless LAN technologies – Cisco and Aruba
- Excellent hands-on experience on WAN Acceleration/optimization Riverbed
- Network Management tools – SolarWinds, HPNNMi or Splunk
- Application Load balancers F5 Big IP LTM/GTM or Citrix NetScaler
- Hands-on experience of implementing & Troubleshoot of Infoblox solutions such as IPAM/DHCP/DNS/vDiscovery
- Hands on Experience on DHCP scope creation, DHCP option management understanding about servers, and windows platform
- Should have Experience in designing POA for complex Change/Project. knowledge in preparing RFO, RCA's, documentation, Knowledge Bank.
- Experience in AWS or AZURE or any cloud technologies will be an added advantage
Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Should have excellent customer handling skills
- Able to handle high pressure situations
- High level of acceptance
- Can drive HCL’s value and its methodology
Certifications
- ITIL v3
- CCNA-R&S or equivalent associate
- CISSP, CISM, CCSP
- OEM specific certifications (Cisco, Palo Alto, IBM, Azure, AWS etc.)
