Service Operations Wi-Fi L3 Support Senior - Híbrido en Hsbc México

Service Operations Wi-Fi L3 Support SME  

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of  Service Operations Wi-Fi L3 Support SME

Role Purpose:

Primary Responsibility is to be SME for MIST WIFI incidents globally and provide expertise in resolution. A strong working knowledge of Juniper MIST Wi-Fi infrastructure is expected. As part of the role, you will be supporting other IT teams including Incident Management during crisis and represent Connectivity. You will be working within a wider global NOC Team on a “follow the Sun” basis. Day to Day direct interaction with the business trouble-shooting WIFI incidents – therefore strong communication skills are essential. You will be expected to lead and drive these incidents until resolution.

Main Activities

Principal Accountabilities:

• Primary SME for MIST/WIFI cases
• Quickly resolve WIFI incidents to meet and reduce MTTR.
• Take ownership of incidents and escalate high severity cases.
• Work with the team and share experiences and knowledge.
• Raise vendor cases – scheduling RMA around business requirements.
• Raise vendor SR and manage at L3 technical level.
• Support and guide other team members.

Responsibilities will include:

• Lead and Support WIFI incidents.
• Help with deployment of new projects/ Upgrades.
• Assist other teams in change activities.
• Raise RMA cases in coordination with the business. Facilitate recovery of failed infrastructure.
• Raise TAC cases with our vendors.
• Manage proactive and reactive cases.
• Input into process improvements.

• 4 years of experience in WIFI
• NOC environment.
• Considerable Telecoms experience
• Juniper MIST WIFI 4 years of experience
• WIFI experience
• Full Time working on rotating shifts but local business hours.
• Willing to be on call for support.
• Must Have Skills:
• Strong Telecoms and Juniper MIST WIFI experience.
• Need to be a good team player.
• Understanding of Data Network Topologies and protocols.
• Knowledge of Cisco/Juniper CLI.
• Advanced conversational English.
• Microsoft Office.
• Nice to Have Skills on:
• Experience in working in ITIL/Agile with frameworks.
• Knowledge of ServiceNow.
• Cisco ACI.
• Arista.
• Cisco SDWAN.
• Circuit Management.
• Telecoms Certifications.
• Bluecoat proxy,
• Checkpoint Firewalls – rule management

Competencies

• Proactive Skills
• Good attitude
• Partnership with other teams and vendors.
• Work under pressure
• Working as part of a global team.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.