Job Description

Overview: PURPOSE This is an exciting opportunity to become an integral part of the SITA GNCC team. The role is a specialist role, responsible for building and deploying the service configuration including operational fault management for SITA SDWAN-managed solutions, The ideal candidate will be monitoring and managing the SD-WAN 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/ SDWAN infrastructure, The candidate will also maintain and upgrade existing systems as necessary. The ability to work in a complex networking environment is also preferred. What will you do

• Responsible for LAN-WAN troubleshooting and responding to technical support calls from SITA customers.
• Responsible for delivering complex Maintenance and Monitoring activities for different customers.
• Provide L3 Incident Management support through the IC role in case of the main crisis.
• Precipitating in the planning, deployment and delivery of network-related projects including the elements of global SD-WAN deployment
• 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
• 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\xe2\x80\x99 technical enquiries as well as service-related enquiries.
• Provide insights and recommendations regarding customers\xe2\x80\x99 networks and their optimization.
• Support knowledge sharing and training, both internally and with customer teams.
• Perform the role of operations specialist during the shift to monitor SLA/ OLA and ensure all measures are taken to avoid breaches
• Providing technical demonstrations and use cases of the system
• Gather information and configure different templates available in Versa SD-WAN, create Device Groups and Devices, and then onboard devices using the main provisioning and onboarding methods.
• Build customer service configuration as per customer service request form for SDWAN overlay
• Support the Project Manager and/or Customer Success Specialist with the coordination of the final delivery/migration steps.

Qualifications: Who you are

• Minimum Versa Certified SD-WAN Associate (VNX100)
• CCNA /CCNP/CCDP/CCIP, ITILV4

• Minimum 3 - 4 years\xe2\x80\x99 experience in the network and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs.
• Minimum 3 -4 years\xe2\x80\x99 experience in ACM domain where applicable. - Experience of working in the Airport / Airline industry.

• At least 4-8 years of experience in the Information Technology / Telecom Industry.
• Strong customer focus, able to respond quickly and effectively to customers\xe2\x80\x99 requests, and able to adapt to a fast-changing customer landscape and challenges.
• Must have the experience to work in a 24*7 support environment.
• Hands-on experience with monitoring, SDWAN/Network diagnostic and SDWAN/Network 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 Solutions (MPLS & SDWAN)
• 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 organising and multitasking
• Able to explain technical problems in simple terms
• Strong troubleshooting and problem-solving skills
• Strong Customer Support and interpersonal skills are required
• Ability to work independently is critical
• Experience in implementing network patches
• Degree or equivalent experience in Engineering, Computer Technologies, or Business
• Incident management/ Project Management knowledge (ITIL knowledge is a plus)
• Strong communication & Analytical skills
• Quality and process-oriented
• Excellent verbal and written communication skills at all levels.
• Results-oriented, high energy, self-motivated.
• Proficiency in English is a must

What we offer SITA is a place of change and constant improvement, where we\'re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. Our values underpin everything we do at SITA. And we offer all the good stuff you\xe2\x80\x99d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning. Welcome to SITA SITA is the world\xe2\x80\x99s leading specialist in air transport communications and information technology. We don\xe2\x80\x99t 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. We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. 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. Are you ready to explore the opportunities?