SME - Cisco Identity Services Engine (ISE)

Job Description

SME - Cisco Identity Services Engine (ISE)

Gautam Buddha Nagar, Uttar Pradesh

Job Summary

The Subject Matter Expert in Support and Operations plays a critical role in ensuring timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is essential for maintaining customer satisfaction and fostering effective communication between technical teams and business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Using Cisco Ise And Palo Alto Technologies, Adhering To Agreed Slas To Enhance Operational Efficiency.

2. Conduct Mentoring Sessions For Administrators And Team Members, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Facilitate Knowledge Sharing.

3. Validate Change Order Implementation Plans And Human Error Compliance, And Actively Participate In Capacity Planning To Ensure Optimal Resource Allocation And Service Delivery.

4. Engage In Customer Meetings To Gather Feedback And Understand Issues, Ensuring Positive Customer Satisfaction And Addressing Concerns Proactively.

5. Validate And Analyze Incident Reports, Including Root Cause Analysis And Trend Analysis, To Present Insights And Performance Metrics To Key Business Stakeholders, Driving Continuous Improvement.

Skill Requirements

1. Proficient In Cisco Ise And Palo Alto Technologies.

2. Strong Analytical Skills For Incident Analysis And Reporting.

3. Excellent Communication And Mentoring Abilities.

4. Familiarity With Change Management Processes And Capacity Planning.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Associate (Ccna), Palo Alto Networks Certified Network Security Administrator (Pcnsa)

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global 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 June 2026 totaled $14.8 billion.