SME - Sr Subject Matter Expert (Support&Ops)

Responsible for end-to-end service ownership of enterprise LAN and WLAN services, acting as the primary interface between customers, operations, engineering, security, vendors, and other infrastructure teams. The role ensures service availability, performance, security, lifecycle compliance, budgeting & monthly invoicing and customer satisfaction while driving continuous improvement and network modernization. Key Responsibilities Service Ownership & Customer Management Own the overall operational health, performance, stability, and governance of LAN/WLAN services. Act as the primary customer-facing technical and service interface, providing clear communication on service health, risks, incidents, changes, improvements, and roadmap activities. Conduct regular service reviews and ensure customer requirements, concerns, and improvement actions are tracked through closure. Translate business requirements into technical and operational network requirements. Operational & Service Governance Provide end-to-end governance for incidents, problems, changes, service requests, capacity, availability, configuration, and service dependencies. Lead technical coordination during major incidents and escalations, ensuring timely service restoration, RCA, and permanent corrective actions. Monitor SLA/KPI performance, service risks, recurring issues, and operational trends. Ensure strong ITIL-based operational discipline, documentation, and governance across the service. Technical skills and governance Provide advanced technical expertise across enterprise switching and wireless networks, complementing existing service ownership responsibilities. · Design Assurance: Validate LAN/WLAN designs for security, scalability, resilience, and supportability. · Advanced Troubleshooting: Lead complex technical investigations, root cause analysis, and permanent corrective actions. · Wireless Optimization: Review RF surveys, coverage, capacity, interference, and roaming performance. · Migration Assurance: Validate upgrades and refreshes, including compatibility, failover, rollback, and acceptance testing. · Knowledge Transfer: Guide technical teams, maintain troubleshooting standards, and coordinate OEM escalations. Work closely with architecture and engineering teams to ensure solutions are secure, scalable, resilient, standardized, and operationally supportable. Provide senior technical guidance and escalation support for complex LAN/WLAN issues. Lifecycle, Capacity & Security Own Lifecycle Management (LCM) planning for LAN/WLAN infrastructure, including technology refresh, software upgrades, and EOL/EOS management. Drive capacity and performance planning based on business growth and service demand. Coordinate vulnerability remediation, security compliance, NAC, segmentation, and network access requirements. Maintain governance around network assets, configurations, inventory, and CMDB accuracy. Monthly Billing & Budgeting Control the full LAN/WLAN landscape inventory and ensure accurate monthly charging to Volvo against the correct associated Resource Units (RUs). Validate device ownership, install dates, and billing baselines to ensure revenue assurance and eliminate under- or over-billing. Drive the annual LAN/WLAN budgeting exercise by reviewing the business demand management view, including planned growth, lifecycle refresh, and new requirements. Track budget versus actuals, manage PO releases and approvals for budgeted and unbudgeted cases, and highlight financial risks to management. Transformation & Continuous Improvement Support LAN/WLAN modernization, transformation, automation, and standardization initiatives. Identify opportunities to improve service stability, monitoring, operational efficiency, and customer experience. Drive elimination of recurring operational issues through problem management and automation. Support technology, roadmap and adoption of new network capabilities. Stakeholder & Vendor Management Coordinate with customers, OEMs, service providers, security, application, workplace, and infrastructure teams. Manage technical and operational dependencies across multiple teams and vendors. Drive vendor escalations and ensure required actions are followed through to closure. Provide clear service status, risk, impact, and improvement recommendations to technical and management stakeholders. Key Skills LAN/WLAN Service Ownership | Cisco Switching & Wireless | Routing & Switching | NAC | Network Security & Segmentation | ITIL | Incident & Problem Management | SLA/KPI Management | Lifecycle Management | Capacity Planning | CMDB & Asset Management | Customer & Stakeholder Management | Vendor Management | Service Governance | Network Transformation | Automation & Continuous Improvement Certifications Required / Preferred: Cisco Certification Valid Cisco certifications such as CCNA, CCNP, or CCIE in relevant tracks (e.g., Routing and Switching, Enterprise, Data Center) are required. Software Defined Networking (SDN) Certification Proven knowledge of SDN concepts and technologies, preferably certified through recognized programs such as Cisco DevNet, VMware NSX, or Certified SDN Associate. Educational Qualification: · Bachelor's in related domain required