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