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 landscap…