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 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.
What You Will Do

• Responsible for Network troubleshooting including LAN, EFM, 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.
• Experience in troubleshooting Cisco routers, switches & firewalls & EFM.
• 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, IPLC etc.
• 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.
• 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.
• 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.

Qualifications:
Who You Are?

• At least 4+ 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 experience working 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
• 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
• Change 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, and knowledge of French/Spanish and/or German is considered an asset

One or more additional certifications are required :

• CCNA, CCNP (Preferred)
• JNCIA
• PCNSA/
• ITILV4

What we offer



SITA\xe2\x80\x99s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who\xe2\x80\x99ve been working here for decades collaborate with those just out of college and early in their careers. 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.

• 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.
• Get assigned to a Buddy and a Mentor that will guide you throughout your Graduate experience.
• Be a part of a Graduate community \xe2\x80\x93 both local and global.
• Have access to both Technical and soft skills development training.

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?