Sme Networks

**Overview**:
As an SME for networks, you will be part of LAN tower led by LAN Technical Lead, working on proactive network maintenance, providing operational support to local teams and global command centres, work and collaborate with design and deployment teams, engage with customer and provide bespoke solutions. Assist in implementing and improving working processes and procedures. In this role you will provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained. You will be accountable for the delivery and execution of agreed Statement of Work for customer locations, by monitoring and coordinating all actions required to deliver the service. Such deliveries may be part of a project roll out for single customer or a collection of organic growth orders placed by multiple customers.

Reporting to the Senior Manager Service Operations, you will be a part of the service operations team responsible for assuring SITA's competitive strength and business growth through the highest quality performance of all Service Operations activities at Heathrow in airport and at their premises.

At SITA, we achieve more, together. Are you ready to join us?

Working environment:

- Working core business hours during the week
- When/where required, be contactable for escalations and support, on and on-call standby basis
- When/where required, perform assigned tasks out of hours

What You Will Do

Provide proactive maintenance & operational support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Ensure the correct functioning and maintenance of all internal and external systems and products
- When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Participate and Coordinate on the adoption of new services or improvements over existing capabilities including automation strategies
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
- Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
- Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
- Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Technology Lead.
- Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
- Report and escalate to the next level those problems which cannot be fixed
- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
- Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
- Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
- Continuously identify and document lessons learnt, known errors and operational knowledge for improved services

**Qualifications**:
Who You Are
- Technical knowledge and background required (Telecommunications and Service Management)
- CCNP or CCIE certified or any other vendor professional certifications to professional level
- 3+ years’ experience in technical domain
- 3+ years’ experience in Customer Service, preferably in a global organization and Service Provider environment
- Experience in IT Service Management processes and concepts
- 3+ years’ experience as a Systems Engineer/Administrator responsible for support activities involving LAN/WAN equipment.
- Must have dealt directly with external customers delivering to SLAs.
- Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
- Ability to support and configure Cisco ACI 9Ks, Cisco Nexus 7Ks, Cisco NCS
- Ability to support and configure AVI Load Balancers
- Ability to work under pressure and to deal with multiple tasks
- Analytical capabilities to spot trends via data analysis.
- Analytical capabilities to continually improve efficiency
- Knowledge and understanding of Security & Palo Alto firewalls
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