Digital Network - Associate SME

Technology Management:

• Oversee overall network technology operations including planning, implementation, and scaling of new solutions
• Lead rollouts of new tools such as Aruba ClearPass, Cisco Umbrella, Cisco ISE, and R&S solutions
• Ensure readiness of support teams through SOPs, KBs, and ongoing knowledge improvement
• Identify and implement process improvements based on past incidents and learnings

Restoration & Resolution:

• Analyze and identify network issues and determine the most effective resolution strategy
• Refer to KEDB or documentation for known issues and apply standard resolution procedures
• Execute, validate, and document resolution steps in incident management systems

Triage & Escalation:

• Escalate unresolved or unknown issues to L3 SMEs and participate in bridge calls if required
• Coordinate with 3rd party network vendors during complex incident troubleshooting
• Provide support and information to ensure seamless collaboration in multi-vendor environments

Process Compliance:

• Document vendor/customer communications, investigation steps, and resolution details in tickets
• Prepare detailed shift handover reports with actionable insights
• Follow escalation matrices and ensure tickets are closed with proper customer communication
• Monitor SLA compliance for all support activities and escalate deviations as per protocol

Value Proposition & Optimization:

• Analyze existing infrastructure for improvement opportunities and recurring pain points
• Propose and implement 'Get Around' solutions to mitigate recurring issues
• Work with vendors and domain experts to implement best practices and technology upgrades

Certifications (Preferred):

• CCNP (Security, Wireless, Service Provider), ACCP, ZIA/ZPA Professional, F5 Certified Technical Specialist, RCPE WAN Optimization