Track Lead - Process Management, ServiceNow
About this role
Job Summary
Handling tickets / Incidents via Service Now platform
Lead technical incident calls as a SME
Troubleshooting and providing break fix support to technical issues
Perform root cause analysis of raised issues
Defining process improvements and ensuring that the processes are adhered to
Take shared ownership of resolving issues in a SLA driven environment
Mentoring / training team members as a SME
Testing and auditing as required from time to time
Improves and maintains customer and employee satisfaction
Work as part of a Follow the Sun support global support model
Key Responsibilities
Min 8+ years of Network Engineer experience supporting global network infrastructures
Experience in working as part of a global support (follow the sun) model
Cisco CCNP/CCIE and other industry standard networking certifications
Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.
Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing
Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses.
Expert level for Wireshark and debugging reading skills.
Extensive hands-on experience with:
Cisco Firepower, ASA Productions
Cisco ISE
VPN IPSEC/SSL, GRE technologies and firewall policies
F5 Load balancers LTM/APM and WAF
Cisco SD-WAN experience a plus
Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN)
Cisco ISE
Cisco Meraki
Load Balancer - F5 LTM/APM and WAF
SD-WAN experience a plus
Excellent verbal and written communication skills (English)
Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties
Excellent customer handling skills
Ability to handle high pressure situations
Can drive HCL’s value and its methodology
Skill Requirements
Min 8+ years of Network Engineer experience supporting global network infrastructures
Experience in working as part of a global support (follow the sun) model
Cisco CCNP/CCIE and other industry standard networking certifications
Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.
Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing
Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses.
Expert level for Wireshark and debugging reading skills.
Extensive hands-on experience with:
Cisco Firepower, ASA Productions
Cisco ISE
VPN IPSEC/SSL, GRE technologies and firewall policies
F5 Load balancers LTM/APM and WAF
Cisco SD-WAN experience a plus
Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN)
Cisco ISE
Cisco Meraki
Load Balancer - F5 LTM/APM and WAF
SD-WAN experience a plus
Excellent verbal and written communication skills (English)
Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties
Excellent customer handling skills
Ability to handle high pressure situations
Can drive HCL’s value and its methodology
Other Requirements
Min 8+ years of Network Engineer experience supporting global network infrastructures
Experience in working as part of a global support (follow the sun) model
Cisco CCNP/CCIE and other industry standard networking certifications
Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.
Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing
Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses.
Expert level for Wireshark and debugging reading skills.
Extensive hands-on experience with:
Cisco Firepower, ASA Productions
Cisco ISE
VPN IPSEC/SSL, GRE technologies and firewall policies
F5 Load balancers LTM/APM and WAF
Cisco SD-WAN experience a plus
Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN)
Cisco ISE
Cisco Meraki
Load Balancer - F5 LTM/APM and WAF
SD-WAN experience a plus
Excellent verbal and written communication skills (English)
Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties
Excellent customer handling skills
Ability to handle high pressure situations
Can drive HCL’s value and its methodology
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