Technical Support Lead - Routing & Switching

Job Summary:

We are seeking an experienced and detail-oriented professional to join our team as a Business Process Management (Provisioning and Activation). The ideal candidate will have a proven track record of leading process improvement and transformation initiatives within the Managed Networks or Telecom domain. This role involves driving business process change from the current "As-Is" state to an optimized "To-Be" state, working closely with both business and technology stakeholders.

Required Qualifications:

• Minimum of 3 years of relevant experience in routing & switching within the telecom or managed network services sector.
• Strong understanding of managed network service domains and associated processes.
• Experience in designing and implementing BPMN-compliant process maps and documentation.
• Proficiency in BPM tools such as Visio, BlueWorks, Adonis, or Celonis.
• Familiarity with enterprise tools like JIRA, Confluence, LeanIX, and Pega.
• Solid knowledge of networking fundamentals including TCP/IP, DNS, DHCP, OSI model, VLAN, WLAN, SDWAN, and access technologies (PIP, Ethernet, Broadband, 5G).
• Experience with metrics/KPI improvements such as MTTR, SLAs, Incident Resolution Time, etc.
• Exposure to process improvement methodologies such as Six Sigma, DMAIC, or PDCA.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (V3 or higher) Mandatory.
• Industry certifications such as CCNA/CCNP, JNCIA, or Network+ Preferred.

Details:

Shift Timings: Rotational Shifts (including night)

Working Days: 5 Days (Work from Office)

Employment Type: Full-Time

Applicants with relevant experience can share the CV to atlurikiran.kumar@hcltech.com