Handling tickets / Incidents via Service Now platform Lead technical incident calls as a SME Troubleshooting and providing break fix support to technical issues Perform root cause analysis of raised issues Defining process improvements and ensuring that the processes are adhered to Take shared ownership of resolving issues in a SLA driven environment Mentoring / training team members as a SME Testing and auditing as required from time to time Improves and maintains customer and employee satisfaction Work as part of a Follow the Sun support global support model
Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN) Cisco ISE Cisco Meraki Load Balancer - F5 LTM/APM and WAF SD-WAN experience a plus Min 8+ years of Network Engineer experience supporting global network infrastructures Experience in working as part of a global support (follow the sun) model Cisco CCNP/CCIE and other industry standard networking certifications Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services. Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses. Expert level for Wireshark and debugging reading skills. Extensive hands-on experience with: Cisco Firepower, ASA product families Cisco ISE VPN IPSEC/SSL, GRE technologies and firewall policies F5 Load balancers LTM/APM and WAF Cisco SD-WAN experience a plus Excellent verbal and written communication skills (English) Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties Excellent customer handling skills Ability to handle high pressure situations Can drive HCL’s value and its methodology CCIE CCIE Security F5-CSE 300-415 ENSDWI certification ITIL v4
Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN) Cisco ISE Cisco Meraki Load Balancer - F5 LTM/APM and WAF SD-WAN experience a plus Min 8+ years of Network Engineer experience supporting global network infrastructures Experience in working as part of a global support (follow the sun) model Cisco CCNP/CCIE and other industry standard networking certifications Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services. Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses. Expert level for Wireshark and debugging reading skills. Extensive hands-on experience with: Cisco Firepower, ASA product families Cisco ISE VPN IPSEC/SSL, GRE technologies and firewall policies F5 Load balancers LTM/APM and WAF Cisco SD-WAN experience a plus Excellent verbal and written communication skills (English) Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties Excellent customer handling skills Ability to handle high pressure situations Can drive HCL’s value and its methodology CCIE CCIE Security F5-CSE 300-415 ENSDWI certification ITIL v4
Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN) Cisco ISE Cisco Meraki Load Balancer - F5 LTM/APM and WAF SD-WAN experience a plus Min 8+ years of Network Engineer experience supporting global network infrastructures Experience in working as part of a global support (follow the sun) model Cisco CCNP/CCIE and other industry standard networking certifications Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services. Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses. Expert level for Wireshark and debugging reading skills. Extensive hands-on experience with: Cisco Firepower, ASA product families Cisco ISE VPN IPSEC/SSL, GRE technologies and firewall policies F5 Load balancers LTM/APM and WAF Cisco SD-WAN experience a plus Excellent verbal and written communication skills (English) Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties Excellent customer handling skills Ability to handle high pressure situations Can drive HCL’s value and its methodology CCIE CCIE Security F5-CSE 300-415 ENSDWI certification ITIL v4
HCLTech is a global technology company, home to more than 226,600 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 September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
