SME- Support & Ops

Job Role Overview:

Core Technical Skills

Expert-level Enterprise WAN & SD-WAN design, implementation, operations, and troubleshooting

Strong expertise in BGP, OSPF, MPLS, TCP/IP, IP routing, QoS, VPN, VRF, NAT and high-availability technologies

Hands-on experience with Cisco routers and SD-WAN technologies, including enterprise-scale WAN environments

Strong understanding of Internet, MPLS, DIA, cloud connectivity and hybrid WAN architectures

Advanced Layer 2/Layer 3 troubleshooting, packet-level analysis, network performance and latency troubleshooting

Experience with network security integration, segmentation, firewalls, secure connectivity and vulnerability remediation

Strong knowledge of network monitoring, observability and performance-management tools

Operational & Service Management

Major incident management and L3/L4 technical escalation

Root Cause Analysis (RCA) and problem management

Change, configuration and release management

Lifecycle Management (LCM) including hardware/software upgrades and EOL/EOS planning

Capacity and performance management

Strong understanding of ITIL-based service management and SLA governance

Network documentation, standards and operational procedures

Architecture & Transformation

WAN/SD-WAN architecture and technical design review

Network migration and transformation planning

Resiliency and disaster-recovery design

Automation and network standardization

Cloud and data-center connectivity understanding

Ability to evaluate new technologies and translate them into operationally supportable solutions

Leadership Skills

Ability to act as the technical authority and senior escalation point

Strong customer and stakeholder communication

Vendor, OEM and telecom service-provider coordination

Technical mentoring and knowledge transfer to engineers

Ability to lead technical discussions during P1/critical incidents and complex changes

Strong analytical, decision-making and problem-solving skills

Key Skills

WAN/SD-WAN, Cisco Routing, BGP, OSPF, MPLS, TCP/IP, QoS, VPN, VRF, Internet/DIA, Network Security, L2/L3 Troubleshooting, RCA, Incident/Problem/Change Management, Lifecycle Management, Capacity Planning, Network Architecture, WAN Transformation, Automation, Vendor Management and Technical Leadership.

Certifications Required / Preferred:

Cisco Certification

Valid Cisco certifications such as CCNA, CCNP, or CCIE in relevant tracks (e.g., Routing and Switching, Enterprise, Data Center) are required.

Software Defined Networking (SDN) Certification

Proven knowledge of SDN concepts and technologies, preferably certified through recognized programs such as Cisco DevNet, VMware NSX, or Certified SDN Associate.

Educational Qualification:

• Bachelor's in related domain required