SME- Support & Ops
HCL Technologies Sweden AB · Göteborg · Tills vidare · Deadline 2026-11-28
HCL Technologies Sweden AB is recruiting a **SME- Support & Ops** to serve as a technical authority and senior escalation point within its network operations. The position centres on the design, implementation, and troubleshooting of enterprise WAN and SD-WAN environments, with hands-on responsibilities spanning Cisco routing, BGP, OSPF, MPLS, VPNs, and network security integration. In addition to daily operations, the role handles **L3/L4 technical escalation** and major incident management, conducts root cause analyses, oversees capacity and lifecycle management, and coordinates with vendors and telecom service providers. It also involves reviewing network architecture, planning migrations, and supporting automation and disaster recovery initiatives. Applicants must hold a **bachelor's degree in a related domain** alongside valid **Cisco certifications** such as CCNA, CCNP, or CCIE in relevant tracks like Routing and Switching, Enterprise, or Data Center. Proven knowledge of Software Defined Networking (SDN) concepts is also required, with certification through recognized programs such as Cisco DevNet, VMware NSX, or Certified SDN Associate considered preferable. Candidates must possess strong ITIL-based service management skills, deep packet-level troubleshooting experience, and the communication ability to mentor colleagues and lead critical incident discussions.
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