Subject Matter Expert (Support&Ops)

Job description

Cisco ACI Demonstrates knowledge of the Cisco ACI environment, including APIC, tenants, VRFs, bridge domains, EPGs, contracts, VLAN pools, physical domains, interface policies, and connectivity. Able to perform routine changes, troubleshoot application/network connectivity, and understand how workloads connect through the ACI fabric. Cisco SDA Understands and supports the Cisco Software-Defined Access environment, including fabric sites, edge/border/control-plane nodes, segmentation, virtual networks, and integration with Cisco ISE. Able to troubleshoot endpoint connectivity and perform routine SDA configuration and operational tasks. Cisco Firepower / FMC Able to administer and troubleshoot Cisco Firepower/FTD through FMC. Understands access-control policies, objects, NAT, routing, high availability, upgrades, logging, deployments, and troubleshooting. Able to work with Cisco TAC when advanced issues occur. Aruba/Cisco Wireless Understands the Aruba wireless infrastructure, including controllers, APs, SSIDs, authentication, VLAN assignment, RF fundamentals, and client connectivity. Able to troubleshoot wireless performance, coverage, authentication, roaming, and connectivity issues. Cisco ISE Understands Cisco ISE and its role in network access control. Includes 802.1X, MAB, authentication/authorization policies, endpoint profiling, network device integration, and troubleshooting authentication or authorization failures. DNS / DHCP / IPAM Understands the network team\'s responsibilities for DNS, DHCP, and IP address management. Able to troubleshoot name resolution, DHCP scopes/relay, reservations, IP conflicts, subnet allocation, and related network connectivity issues while coordinating with Systems Engineering where responsibilities overlap. Cisco MDS Understands Cisco MDS Fibre Channel switching and SAN connectivity. Includes VSANs, zoning, device aliases, WWNs, interfaces, redundant fabrics, and troubleshooting server-to-storage connectivity. Able to coordinate SAN changes with Systems Engineering and storage teams. CUCM / CUBE / Voice Network Support Understands the network infrastructure supporting Cisco Unified Communications, including CUCM connectivity, voice VLANs, QoS, SIP, CUBE, gateways, and related routing/firewall requirements. Able to assist with troubleshooting voice quality and connectivity issues and coordinate with voice vendors/support teams. VPN / CATO Understands and supports remote connectivity through CATO and related network infrastructure. Able to troubleshoot VPN/user/site connectivity, routing, access policies, authentication, and connectivity between remote locations, cloud services, and on-premises resources. Network Monitoring & Alerting – SolarWinds Effectively uses SolarWinds Observability to monitor network availability, interfaces, utilization, latency, errors, hardware health, and other network conditions. Responds appropriately to alerts and proactively identifies potential problems before they result in service impact. Network Configuration Backup / Change Management Ensures network device configurations are properly backed up and changes are controlled and recoverable. Understands configuration history, backup/restore procedures, change validation, rollback planning, and maintaining a known-good configuration. Network Documentation – Diagrams, IP/VLAN Documentation & Standards Maintains accurate network documentation, including diagrams, device information, VLANs, subnets, IP addressing, circuits, physical/logical connectivity, and configuration standards. Documentation should be understandable and usable by other team members. Network Troubleshooting & Incident Response Demonstrates a structured approach to diagnosing network incidents. Able to isolate problems across physical, Layer 2, Layer 3, firewall, wireless, DNS, application connectivity, and external dependencies. Communicates during incidents, documents findings, and assists with root-cause analysis. Change Management / CAB Key Responsibilities Preparation & Implementation Creates complete and accurate change requests with implementation steps, testing/validation, impact, dependencies, maintenance window, communication plan, and rollback procedures. Executes approved changes according to the plan and communicates status and issues appropriately. Project Management & Project Delivery Effectively manages assigned network projects and technical deliverables. Identifies requirements, dependencies, resources, risks, timelines, and testing requirements. Coordinates with internal teams, vendors, and business stakeholders and completes assigned work within agreed timelines. Vendor / TAC Case Management & Escalation Effectively engages Cisco TAC and other vendors when assistance is required. Provides relevant logs, configurations, troubleshooting results, and problem descriptions; follows up on cases; escalates when necessary; and documents the final resolution for future reference. Skill Requirements Job Responsibilities : Cisco ACI Cisco SDA Cisco Firepower / FMC Aruba/Cisco Wireless Cisco ISE DNS / DHCP / IPAM Cisco MDS CUCM / CUBE / Voice Network Support A senior resource well versed in Cisco technologies like ACI, wireless, Other Requirements Other Requirement : Punctuality and Time Management Consistently meets work schedules, meetings, maintenance windows, deadlines, and assigned commitments. Prioritizes tasks appropriately and communicates early when deadlines, projects, or operational commitments may be impacted. Proactivity and Initiative Identifies problems, risks, improvements, and opportunities without always requiring direction. Takes ownership of assigned responsibilities, follows issues through resolution, recommends improvements, and looks for ways to improve reliability, security, automation, and team efficiency. Teamwork and Collaboration Works effectively with Network Engineering, Systems Engineering, Security, Applications, Help Desk, vendors, and other stakeholders. Communicates professionally, supports team members, accepts feedback, shares responsibility during incidents/projects, and contributes positively to team objectives. Knowledge Sharing / Documentation / Cross-Training Documents technical knowledge and shares information with the team rather than creating individual knowledge dependencies. Participates in cross-training, creates procedures/runbooks, explains completed work, and helps other engineers develop skills in areas where they have less experience. Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. 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