HCLTech – GCID Network Operations Role
About HCLTech:
HCLTech is a global technology company delivering industry-leading capabilities centered around Digital, Engineering, Cloud, and AI. We empower businesses across industries to transform and thrive in a dynamic world
Role: GCID Network Operations – L1/L2 Support
Role Overview:
As part of our GCID Network Operations team, you will provide first-level support for network incidents, alerts, and service requests. Your role ensures quick identification, logging, resolution, and escalation of cases to maintain seamless network operations
Key Responsibilities:
* Assess and troubleshoot incidents, assigning priorities (P1–P4) within SLA
* Classify customer-reported incidents as major or minor based on defined criteria
* Monitor and analyze alert-based incident trends using ITSM tools
* Coordinate with 3rd-party vendors and create TAC cases for P2–P4 incidents
* Validate alerts before triggering Major Incidents and cross-check ongoing changes
* Join troubleshooting bridges and assist customer engineers in resolving issues
* Perform trend and pattern analysis to identify potential problem candidates
* Validate configurations against BCR and update asset information in CMDB
* Publish capacity management reports and manage escalation for threshold breaches
* Execute logical decommissioning tasks and ACL implementation via automation tools
Required Skills:
* 4+ years in L1/L2 network support.
* Strong problem-solving skills and ability to work in a 24/7 shift environment
* Excellent communication skills (written and spoken)
* Solid understanding of networking technologies (WAN/LAN/Security)
* Knowledge of F5 Load Balancer and security devices
* Hands-on troubleshooting and problem-solving expertise
Good to Have:
* CCNA/CCNP certifications
* ITIL knowledge
* Prior experience with SAP networking
Why Join Us?
At HCLTech, we believe in fostering an inclusive and diverse workplace. We do not discriminate based on race, color, gender, religion, age, or any other protected status. Your talent and passion are what matter most.