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.