Overview
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
About The Role & Team
This is an exciting opportunity to become an integral part of the SITA GNCC team. The role is a Lead/Manager role, responsible for building and deploying the service configuration including Change Management for SITA managed Airport network and security solutions, The ideal candidate will be managing the Network & Security along with SDWAN and other cloud security solution for the SITA customer environment. The role includes Level 3 Technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ Security & 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 You’ll Do
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Responsible for communicating with the Change Process Owner
- Responsible for managing a Team of Network Specialists
- Responsible for the effective implementation of the process "Change Management" and carries out the respective reporting procedure.
- Represent the first stage of escalation for Change and Incidents
- Monitor the Changes Console to ensure that the Service Level Agreement are respected.
- Identify, initiate, schedule and conduct reviews.
- Provide guidance to the Change Process Coordinators
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- 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
- Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations.
- 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 of the incidents caused by any change 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.
- Perform the role of operations specialist during the shift to monitor SLA/ OLA and ensure all measures are taken to avoid breaches
About Your Skills
- At least 11-15 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 the experience to work in a 24*7 support environment.
- Hands-on experience with Network, Security , SDWAN and Cloud domains
- 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 ( Network, Security, 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
- 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
- People management skills - must have experience managing a team of technical resources’
One Or More Additional Certifications Are Required
- CCNA/CCNP is must
- Cisco 300-415 ENSDWI /CCNP/CCDP/CCIP, ITILV4
- Security+/ Network+/ JNCIA
Tech Stack
Routing protocols such as OSPF, EIGRP, BGP, RIPV2, MPLS, MPLS VPN, Switching, DSL, IPSEC, GRE, Tunneling, Underlay & Overlay protocols.
Cat2900 series, Cat3550/3650 series, Cat3750, Cat4500, Cat6500 series, Nexus switches, Cisco DC Switching Wireless LAN. MPLS IPVPN, Z-Scalar, SASE.
As and when needed you maybe required to be on 24*7 standby.
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.
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Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
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Flex Day: Make your workday suit your life and plans.
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Flex Location: Take up to 30 days a year to work from any location in the world.
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Employee Wellbeing: We’ve 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.
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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.