SME - Network LAN/WAN

Job Summary

Job Responsibilities :

• Understand and meet customer agreements (SLO/SLA/commitments)

• Follow and participate in the improvement of established team processes
• Identify and enforce to cost reduction measures
• Accountable for following established team processes
• Understand ITIL framework (Event, Incident, Change & Problem Management)
• Collaborate with peers and multi-functional teams
• Maintaining knowledge required to perform role effectively
• Participate in regular synch ups
• Actively share / develop innovation and automations for continued improvement
• Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs
• Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2)
• Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA.

Job Description : The CX Managed Services team provides second/third level technical support for solutions and cloud-e

Job Summary : Problem Manager

Key Responsibilities

NA

Skill Requirements

Skill Requirement : 8+ years of professional experience in network engineering, architecture, or technical operations.

Deep, hands-on expertise with Cisco product portfolios, including Catalyst, Nexus, and ISR/ASR platforms.

Advanced proficiency in routing protocols (EIGRP, OSPF, BGP) with the ability to troubleshoot complex routing loops, convergence issues, and path selection problems.

Proven experience in managing large-scale software image deployments and firmware lifecycle management.

Extensive background in managing the vendor defect lifecycle, including opening, tracking, and driving resolution for TAC cases.

Demonstrated ability to perform deep-dive packet analysis and utilize diagnostic tools to identify root causes in distributed network environments.

Exceptional problem-solving skills with a logical, methodical approach to high-pressure technical outages.

Desired Skills

• Good organizational skills
• Ability to prioritize feature work while handling customer commitments
• Strong written/verbal communications skillset
• Good interpersonal and teamwork skills
• Able to work independently with minimal direction

Other Requirements

Other Requirement : ITIL, CCNA, CCNP Preferred