Regional Technical Support Manager HCL Technologies

About HCL Technologies

Job Description

You will be responsible for architecting, deploying, and managing SD-WAN solutions for clients using Versa's cutting-edge technology, which integrates both networking and security services. Design, deploy, and manage Versa SD-WAN solutions for enterprise and service provider networks. Utilize Versa Director to manage and configure SD-WAN infrastructure, ensuring centralized visibility and control. Collaborate with clients to understand their networking requirements and deliver customized solutions using Versa's multi-cloud, multi-tenancy capabilities. Perform zero-touch provisioning and troubleshoot SD-WAN installations remotely. Work with security teams to integrate next-generation firewall, secure web gateway, and other security functions into the SD-WAN architecture. Provide technical support and training to clients and internal teams on Versa SD-WAN best practices. Conduct regular performance tuning and system optimization, leveraging Versa's AI/ML-powered predictive management. Stay updated on the latest advancements in SD-WAN and network security technologies, particularly in Versa's product roadmap. Required Qualifications: - Bachelors degree in Computer Science, Information Technology, or related field. - Proven experience with Versa Networks SD-WAN, including hands-on experience with Versa Director and Versa Analytics. - Strong knowledge of WAN routing protocols (BGP, OSPF) and carrier-grade network architectures. - Familiarity with SASE (Secure Access Service Edge) architecture and principles. - Experience with cloud integration and managing hybrid WAN infrastructures. - Excellent problem-solving skills and the ability to work with distributed teams. Preferred Qualifications: - Versa Networks certifications or similar SD-WAN certifications. - Hands-on experience with other SD-WAN solutions and next-gen firewall technologies. To adhere to quality standards, regulatory requirements, and company policies. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases. To participate or contribute to EN business in the creation of proposals to drive Service improvement plans. To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team. To provide support for on-call escalations / L3 level support and doing incident & problem management. Work on value-adding activities such as Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.,