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