The role is Sr. Manager and responsibilities include specialization in building and deploying the service configuration including operational fault management for LAN / WAN & data center solutions. In this role, the individual will be engaging with program employees, stakeholders, and executives to ensure appropriate and up-to-date networking technologies, Airport infrastructure and patch management.
The role also includes Level 3 technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ datacenter infrastructure. You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.
Develops maintenance programs including and work schedules to maximize equipment reliability and minimize equipment “downtime.” Reviews the operation of equipment and systems constantly, to minimize unplanned downtime, anticipate solve problems in a timely manner, and to identify opportunities for improvement.
What You Will Do
∙ Managing the day-to-day activities of the team.
∙ Manage 3-tier networks (Core, Distribution, Access) along with Service Aggregation and OOB switches for management.
∙ Strong Working Experience in Network troubleshooting of HIAL architecture.
∙ Developing and implementing a timeline to achieve targets.
∙ Day-to-day operations management.
∙ Conducting training of team members to maximize their potential.
∙ Understanding of Airport Core system AODB, CUPPS, CUTE, SBD, FIDS, and other ICT components like Active-Passive, VOIP, Datacenter, Airport WiFi etc.
∙ Responsible for responding to technical support calls from SITA customers.
∙ Helping Team in Troubleshoot & resolve highly complex customer network issues.
∙ Experience in troubleshooting in routing and switching with different OEM like Juniper, Cisco, Arista, Extreme, Avaya.
∙ Knowledge of Datacenter switching.
∙ Maintain JunOS space, manage engine with AAA radius server.
∙ Knowledge of following routing protocols: BGP, OSPF, EVPN, VXLAN; and optional for EIGRP, RIP.
∙ Knowledge of following switching protocols: VLAN, STP, MSTP etc
∙ Experience in using WAN circuits, e.g., Metro Ethernet, MPLS. VPLS etc.
∙ Strong working knowledge of IP, IPsec, and VPNs.
∙ Responsible for delivering complex Maintenance and Monitoring activities for different customers.
∙ Creating SOP and MOP to the team to perform the operational task with KT.
∙ Provide 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 hardening of the device.
∙ Monitor performance and ensure system availability and reliability.
∙ 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.
∙ Perform Peer-Review of Engineering Work Orders (EWO) and represent CAB/TAB review for the approvals.
∙ Coordinate change management activities and process steps to install or decommission network hardware.
∙ 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’ 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.
• Make recommendations to stay relevant to the changing environment and needs by working closely with airport stakeholders, including the airport operator, aircraft operators and airport partners.
• Perform multifaceted analyses of internal and external trends, market potential, deficiencies, benchmarking and needs assessments to develop effective recommendations, strategies, and plans.
• Identify and leverage internal and external information sources, and build effective working relationships with subject matter experts within the airport and throughout the aviation industry
At least 9+ 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 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 customer project.
∙ Must have a strong understanding of Architecture with hands-on experience.
∙ Must have strong experience with Complex Routing & Switching Environments
∙ 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.
∙ Prior experience in managing the team is a plus.
∙ Experience in implementing network patches.
∙ Degree or equivalent experience in Engineering, Computer Technologies, or Business
∙ Change management/ Project Management knowledge.
∙ Strong communication & Analytical skills
∙ Quality and process-oriented
∙ Excellent verbal and written communication skills at all levels.
∙ Results-oriented, high energy, self-motivated.