Senior Service Operations Specialist

About SITA

About the Role

Core Responsibilities

• Troubleshoot LAN, WAN, and security networks and respond to customer technical support calls.
• Implement, deploy, configure, and support network devices, firewalls, and related infrastructure.
• Manage complex maintenance and monitoring activities for different customers.
• Provide Level 3 incident management during major crises and support service continuity.
• Perform patches, hot fixes, service packs, upgrades, and security configuration changes.
• Monitor system performance, availability, resource utilization, trends, and capacity.
• Identify, record, investigate, and resolve incidents and prepare root-cause analyses.
• Provide remote support, handle customer enquiries, and recommend network optimization improvements.
• Follow configuration and change management policies and schedule customer service updates.
• Support knowledge sharing and training for internal staff and customer teams.

Experience and Qualifications

• At least 5 years of experience in the information technology or telecommunications industry.
• Experience in a 24/7 support environment and with monitoring, network diagnostic, and analytics tools.
• Experience with enterprise customer network and security solutions.
• Strong firewall architecture, complex routing and switching, virtualization, and network patching experience.
• Degree or equivalent experience in engineering, computer technologies, or business.
• Strong analytical, problem-solving, organization, multitasking, reporting, and technical communication skills.
• Proficiency in English is required.

Technical Skills

• Cisco routers, switches, and firewalls, including ASA and Palo Alto.
• Cisco Layer 2 and Layer 3 devices, Nexus, and ACI.
• BGP and OSPF routing, with EIGRP and RIP listed as optional.
• Metro Ethernet, MPLS, VPLS, IP, IPsec, and VPN technologies.
• Python and Ansible network automation experience is a plus.

Certifications

• One or more additional certifications are required from CCNA, CCNP, JNCIA, PCNSA/E, Cisco 300-415 ENSDWI, or ITILV4.
• ITIL knowledge is listed as a plus in addition to the certification options.

Workplace and Flexibility

• SITA offers work from home up to two days per week depending on team needs.
• Employees may work from any location in the world for up to 30 days per year.

Benefits

• The employer describes an inclusive environment, employee assistance and wellbeing programs, professional development platforms, and market-aligned benefits.