HCLTech is a general technology company, home to more than 223,000 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 2024 totaled $13.7 billion.

Senior Network Operation Engineer will provide L3 operational support for enterprise network infrastructure across regional/global environments, with responsibility for incident resolution, service restoration, monitoring, request/change execution, and proactive network health.

Experience:

- Preferably 8–10+ years of enterprise Network Operations experience, including substantial L3 troubleshooting responsibility in a large, distributed environment.
- Preferred certifications: CCNA required/preferred; CCNP Enterprise strongly preferred. Relevant Fortinet, Palo Alto, Aruba, Meraki, ITIL or other network/security certifications are advantageous.

Core technical skills:

- Strong hands-on experience with enterprise Cisco routing and switching, TCP/IP, VLAN, STP, HSRP/VRRP, OSPF/BGP, WAN/Internet circuits, VPN and network troubleshooting. Experience with wireless, firewalls/security platforms and enterprise monitoring is required. Exposure to technologies such as Cisco Catalyst, Cisco IOS/IOS-XE, Meraki, Aruba, Fortinet/FortiGate, Palo Alto, F5, Infoblox, Cisco ISE/NAC, SD-WAN and Zscaler would be valuable depending on the assigned environment.
- The candidate should also have practical experience with SolarWinds/NCM or comparable monitoring and configuration-management tools, ServiceNow or similar ITSM platforms, ISP/OEM case management, network logs, performance analysis, and configuration backup/recovery.

Operational skills:

- Strong incident ownership, Major Incident participation, RCA/Problem Management,



change management, technical documentation, SLA awareness and ability to troubleshoot independently before escalating to L3. Strong bridge communication and the ability to provide concise technical/business updates during outages are important.

Regular responsibilities

- Own and resolve L2& L3 Network incidents, alerts, RITMs, changes and Problem Tasks within agreed SLA/OLA.
- Troubleshoot LAN/WAN, routing, switching, wireless, firewall, VPN, DNS/DHCP, ISP/circuit and network connectivity issues.
- Perform end-to-end troubleshooting for P1/P2/P3 incidents, including participation in Major Incident bridges.
- Analyze Node Down, Interface Down, packet loss, latency, utilization and connectivity alerts from monitoring tools.
- Perform first-level isolation of ISP/WAN issues, raise ISP tickets, track cases and coordinate restoration.
- Execute approved network changes and complete pre/post-change validation.
- Perform post-outage health validation covering network devices, WAN/ISP links, routing, VPN tunnels and critical network services.
- Maintain incident notes, SOPs, troubleshooting guides, handover documents and outage documentation.
- Perform Problem Task/RCA analysis for repeat incidents and identify permanent corrective actions.
- Review monitoring alerts and eliminate recurring/false-positive events through appropriate tuning and Problem Management.
- Maintain operational dashboards covering incidents, requests, changes, Problem Tasks, SLA and backlog.

Non-regular / event-driven responsibilities

- Lead/participate in technical troubleshooting during critical outages and Major Incidents.
- Coordinate with OEMs, ISPs and specialist teams for complex issues.
- Engage Architecture only where the issue requires specialist expertise, design intervention or escalation beyond L3 capability.
- Support vulnerability remediation, IOS/software upgrades, EOL/EOS remediation and emergency changes.
- Support network migrations, site transitions, technology onboarding and operational handovers.
- Participate in resilience activities such as power-outage recovery validation and peak-readiness exercises.

📌 Senior Network Operation Engineer (México)
🏢 HCLTech
📍 México