Senior Network Operations Specialist (OTN/SCN)

• Provide proactive maintenance and operational support to internal and external customers in line with contracts and SLAs.
• Ensure correct functioning, maintenance, and monitoring of internal and external systems, performing preventive and proactive interventions.
• Act as the customer SPOC when required, coordinating with internal resolver groups and Service Desk to maintain high service standards and timely resolutions.
• Detect, diagnose, and resolve service and infrastructure issues, ensuring incident and problem management is handled to the highest standards.
• 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
• Guide the Service Operations team to uphold high working standards, offering support and direct oversight where needed.
• 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
• Perform change management, configuration, design, and implementation activities for supported products and systems.
• Report and escalate unresolved problems, and ensure service requests are fully owned until closure.
• Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
• Document lessons learned, known errors, and operational knowledge to drive continuous service improvement.

• 3+ years’ experience as a Systems Engineer/Administrator or Network Engineer responsible for support activities involving LAN/WAN equipment.
• 3+ years’ experience in Customer Service, preferably in a global organization and Service Provider environment
• Technical background in Telecommunications, Service Management, and IT Service Management processes (ITIL).
• Experience with Windows Server (installation, patching) and relevant certifications (e.g., CCNA, Microsoft)
• Proven ability to manage OTN Systems Networks and configure Cisco ACI 9Ks, Nexus 7Ks, and NCS platforms.
• Knowledge of Aruba ClearPass and AVI Load Balancers
• Experience with security systems, including Palo Alto firewalls

• Strong customer service orientation with a proactive, ownership-driven mindset.
• Demonstrated success delivering services to external customers under strict SLAs
• Ability to manage multiple tasks and perform under pressure in dynamic environments
• Experience working in global service provider environments with cross-functional teams.
• Strong communication skills

• Experience of working in the Airport/Airline industry
• Experience of working with Automation (Infrastructure as Code)
• Knowledge and experience of OTN Networks; BARCO KVM solutions; or Cisco NCS model series

• 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

SITA