Role/Job Title: Network Technical SME Work Location: Leamington Spa, UK The Role The Network Technical SME will be responsible for network incident management, leading to resolve P1/P2 tickets/calls, introducing and driving service improvements, and creating/updating process and architecture documents centrally. The role ensures optimal performance, security, and scalability, and requires extensive networking knowledge, strong troubleshooting skills, and the ability to advise on best practices. Your Responsibilities An individual with network maturity who understands and has good hold on all network technologies including routing, switching, wireless, DNS, Firewalls, load-balancer, SDWAN, Cloud, etc. CCIE certified or CCNP (Routing & Switching) with plans to complete CCIE, and certifications in other network domains. Ability to quickly learn and understand the customer's network environment, global architecture, network elements, and services. Understanding of ITIL framework with ITIL v3/ITIL v4 certification. Effectively drive P1/P2 and other technical calls, especially where the network is a dependency. Keen on learning new network technologies and implementing them in the customer environment. Thorough understanding of BAU SLA/KPIs and incident management obligations. Ownership of Problem Management, ensuring closure of P1/P2 actions and avoiding recurrence. Maintain complete details of network vendors to ensure prompt support. Create a virtual WAR room database including Architecture, SOPs, Contacts, etc. Use network tools effectively to ensure proactive incident management. Contribute to service improvements and innovations to reduce P1/P2 incidents. Collaborate with Networks BAU and Project teams. Create and update network diagrams and architecture. Create end-to-end traffic flows for applications. Identify and mitigate risks from P1/P2 incidents, submitting mitigation plans to management. Act as SPOC and interface with customers and service managers during critical issues. Possess strong communication, interpersonal, and teamwork skills. Maintain a customer-first mindset and ensure continuous support. Act as the technical authority for network infrastructure. Work 5 days onsite and travel to customer sites when required. Take ownership of and resolve major incidents. Design, implement, and maintain routers, switches, firewalls, and wireless systems. Use tools like Wireshark/Ethereal/SolarWinds to capture and analyze logs. Hands-on expertise is essential-consultants without hands-on skills will not be suitable. Knowledge of network security, firewalls, VPNs, access policies. Monitor network performance and minimize downtime. Collaborate with other IT teams and lead network upgrades/migrations. Maintain detailed network documentation. Provide mentorship to junior engineers. Ensure quality and compliance with industry standards. Lead and drive service improvement plans (SIPs). Your Profile Essential Skills / Knowledge / Experience Minimum 10 to 12 years of hands-on networking experience CCIE certified preferred (R&S or DC), CCNP must with L3 expertise Expertise in routing and switching (Cisco, Fortinet) Expertise in network security (firewalls, IDS/IPS) Knowledge of Load Balancers (F5) Knowledge of DNS/DHCP/HPOV NNMi, Catalyst Center Infrastructure Strong troubleshooting skills for complex network issues Excellent communication skills Knowledge of ITIL and troubleshooting of complex application/architecture issues