Senior Service Operations Specialist

Overview WELCOME TO SITA SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture. Ready to redefine air travel? The journey starts here, with you at SITA. ABOUT THE ROLE & TEAM: This is an exciting opportunity to become an integral part of an experienced and smart SITA GNCC team. The role is a Sr. Specialist role, responsible for operational fault management for SITA-managed LAN / WAN & security solutions. An ideal candidate will be monitoring and managing the airport LAN/WAN, Network Security along with local and wide area networks for the SITA customer environment to ensure maximum uptime. The role includes Level 2/3 technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ Security infrastructure, The candidate will also maintain and upgrade existing systems as necessary. The ability to work in a complex networking environment is also preferred. You will be apart of an excellent and innovative team , reporting to the Senior Manager Service operations. What You Will Do Responsible for Network troubleshooting including LAN, WAN & Security domains Responsible for responding to technical support calls from SITA customers. Implementation, Deployment, L2/L3 Support for network devices, LAN, WAN, Firewall, Network troubleshooting/ configuration etc. Troubleshoot & resolve highly complex customer network & security issues Experience in troubleshooting Cisco routers, switches & firewalls (ASA, Palo Alto) Handling CISCO L3 and L2 Devices Strong working knowledge of Datacenter switching e.g., Cisco Nexus, ACI. Strong working knowledge of the following routing protocols: BGP, OSPF; and optional for EIGRP, RIP. Experience in using WAN circuits, e.g., Metro Ethernet, MPLS. VPLS etc. Strong working knowledge of IP, IPsec, and VPNs. Responsible for delivering complex Maintenance and Monitoring activities for different customers. Provide L3 Incident Management support through the IC role in case of the major crisis. Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the designed Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations Experience in network automation through scripting languages such as Python Ansible, Jason etc. is a plus. Monitor performance and ensure system availability and reliability Monitor system resource utilization, trending, and capacity planning Ensure that assigned infrastructure at the client site is configured, installed, tested and operational. Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail. Managing and maintaining the operational integrity of the company's security and data networks and will be required to respond to incidents and alerts and provide occasional out-of-hours technical support. Leverage knowledge articles to investigate and resolve second-line support calls assigned Provide remote support to SITA clients. Identify the root cause of incidents and problems. Prepare RCA for business-critical incidents and downtime Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure Schedule updates for customer services. Perform troubleshooting and incident management for high-priority issues and ensure that they are resolved within the timeframes set by service level agreements. Handle customers’ technical enquiries as well as service-related enquiries. Provide insights and recommendations regarding customers’ networks and their optimization. Support knowledge sharing and training, both internally and with customer teams. Qualifications EXPERIENCE At least 5 years of experience in the Information Technology / Telecom Industry. Strong customer focus, able to respond quickly and effectively to customers’ requests, and able to adapt to a fast-changing customer landscape and challenges. Must have experience to work in a 24*7 support environment. Hands-on experience with monitoring, Network diagnostic and analytics tools Experience working with virtual and remote team members and stakeholders Excellent analytical and problem-solving abilities. Excellent data presentation and reporting skills. Working Experience on enterprise customers projects: Network & Security Solutions Must have a strong understanding of Firewalls Architecture with hands-on experience. Must have strong experience with Complex Routing & Switching Environments Must possess strong experience with Virtualization Technologies Good problem-solving skills Good at organizing and multitasking Able to explain technical problems in simple terms Strong troubleshooting and problem-solving skills Experience in implementing network patches Degree or equivalent experience in Engineering, Computer Technologies, or Business Change management/ Project Management knowledge (ITIL knowledge is a plus) Proficiency in English is a must One or more additional certifications are required: CCNA, CCNP JNCIA PCNSA/E Cisco 300-415 ENSDWI ITILV4 WHAT WE OFFER We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever. 🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs) ⏰ Flex Day: Make your workday suit your life and plans. 🌎 Flex-Location: Take up to 30 days a year to work from any location in the world. 🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs. 🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning! 🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status. SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.