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Introduction to the Organization

HCLTech is a global leader in technology services and consulting, renowned for driving innovation and enabling digital transformation for clients across more than 50 countries. With a culture rooted in trust, transparency, and a commitment to excellence, HCLTech empowers its teams to deliver cutting-edge solutions that solve complex business challenges. Recognized for its industry expertise and a strong emphasis on collaboration, continuous learning, and diversity, HCLTech is dedicated to fostering an environment where talented professionals thrive and make a meaningful impact on the world’s leading organizations.

Overview of the Role

As a Customer Lead Engineer – Tier 2, you will serve as the primary operational technical expert for complex, bespoke managed network solutions supporting global enterprise clients. In this pivotal role, you will ensure the seamless operation, troubleshooting, and optimization of large-scale WAN, LAN, and WLAN infrastructures that span multiple continents. You will act as the key escalation point for technical incidents, collaborating with cross-functional teams and customers to drive timely and effective resolution. Your expertise will help uphold HCLTech’s commitment to exceptional service delivery, supporting the business’s reputation as an industry leader in technology solutions.

Detailed Responsibilities

• Serve as the operational expert for complex, custom-managed network environments, ensuring high availability and optimal performance.
• Lead troubleshooting, classification, and correlation of network incidents at Tier 2 and Tier 3 levels, handling escalations from 1st and 2nd level support teams.
• Participate in critical customer conference calls to support change management and testing activities.
• Foster trusted business partnerships with customers, providing expert technical guidance and proactive service management.
• Support the creation of Root Cause Analysis (RCA) reports and other documentation for the Service Management Team.
• Deliver technical and service-oriented training to Tier 2 peers and Tier 1 engineers to uplift team capabilities and maintain high service standards.
• Maintain and own customer-specific technical, process, and training documentation.
• Identify opportunities for service improvement and drive initiatives in collaboration with relevant internal and external stakeholders.
• Ensure adherence to key performance indicators (KPIs) through diligent quality assurance and effective problem management.
• Provide flexible support outside regular business hours for critical incidents, deployments, and major change windows, including occasional on-call duties.

Skill Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field; or equivalent practical experience.
• Minimum 8 years of hands-on experience in enterprise networking, managing and operating globally interconnected WAN, LAN, and WLAN infrastructures.
• Mandatory Cisco Certified Network Professional (CCNP) Enterprise certification.
• Proven expertise in the design, deployment, and operation of large-scale network solutions across multiple continents.
• Strong troubleshooting skills and experience with tiered technical support and escalation processes.
• Proficiency in English (both written and spoken), enabling effective communication in a multicultural, multinational environment.

Other Requirements (Optional)

• Specialization or hands-on experience in Network Automation, preferably using Python.
• Experience with Network Assurance platforms and methodologies.
• Demonstrated ability to lead technical initiatives and collaborate across geographically dispersed teams and diverse cultures.
• Experience in conducting technical training or mentoring is advantageous.
• Exposure to collaborative environments and customer-facing roles is valued.