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Senior Network Operations Specialist (OTN/SCN)
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SITA
Senior Network Operations Specialist (OTN/SCN)

Senior Network Operations Specialist (OTN/SCN)

London Full-Time 48000 - 84000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Support and maintain network operations for global clients in the air travel industry.
  • Company: Join SITA, a leader in tech innovations for airports and airlines worldwide.
  • Benefits: Enjoy flexible work options, competitive benefits, and a focus on employee wellbeing.
  • Why this job: Be part of a dynamic team that drives innovation and enhances global travel experiences.
  • Qualifications: 3+ years in network engineering with strong customer service skills required.
  • Other info: Work from home up to 2 days a week and enjoy a diverse, inclusive workplace.

The predicted salary is between 48000 - 84000 £ per year.

Overview

WELCOME TO

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 worlds 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

As an Subject Matter Expert (SME) for SCN networks, you will be part of LAN tower led by LAN Technical LeadYou will be responsible for proactive network maintenance, providing operational support to local teams and global command centers, and collaborating closely with design and deployment teams. In this customer-facing role, you will engage directly with clients to deliver tailored solutions and ensure seamless service delivery. You will drive the implementation and continuous improvement of operational processes and procedures, maintaining the highest level of service availability.

Reporting to the Senior Manager Service Operations, you will be a part of the service operations team responsible for assuring SITA\’s competitive strength and business growth through the highest quality performance of all Service Operations activities at Heathrow airport and at their premises.

WHAT YOULL DO

  • 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.

    • Qualifications

    ABOUT YOUR SKILLS

  • 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

    • NICE-TO-HAVE

  • 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 environment:

  • 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

    • 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.

    Flex Week: Work from home up to 2 days/week (depending on your team\’s needs)

    Flex Day: Make your workday suit your life and plans.

    Flex-Location: Take up to 30 days a year to work from any location in the world.

    Employee Wellbeing: We have 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.

    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.

    Senior Network Operations Specialist (OTN/SCN) employer: SITA

    At SITA, we pride ourselves on being a leading employer in the aviation technology sector, offering a dynamic work environment at Heathrow Airport where innovation meets collaboration. Our commitment to employee wellbeing is reflected in our flexible working arrangements, comprehensive benefits, and professional development opportunities, ensuring that every team member can thrive both personally and professionally. Join us to be part of a diverse and inclusive culture that values your contributions and supports your growth in a global context.
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    Contact Detail:

    SITA Recruiting Team

    View SITA Profile

    StudySmarter Expert Advice 🤫

    We think this is how you could land Senior Network Operations Specialist (OTN/SCN)

    ✨Tip Number 1

    Familiarise yourself with the specific technologies mentioned in the job description, such as Cisco ACI and Palo Alto firewalls. Having hands-on experience or relevant certifications can set you apart from other candidates.

    ✨Tip Number 2

    Network with professionals in the industry, especially those who work at SITA or similar companies. Engaging with them on platforms like LinkedIn can provide insights into the company culture and potentially lead to referrals.

    ✨Tip Number 3

    Prepare for potential technical interviews by brushing up on your problem-solving skills related to network operations. Be ready to discuss real-world scenarios where you've successfully resolved network issues.

    ✨Tip Number 4

    Showcase your customer service experience during interviews. Since this role involves direct client interaction, demonstrating your ability to maintain high service standards will be crucial.

    We think you need these skills to ace Senior Network Operations Specialist (OTN/SCN)

    Proactive Network Maintenance
    Operational Support
    Customer Service Orientation
    Incident and Problem Management
    Service Level Agreement (SLA) Management
    Network Diagnostics and Troubleshooting
    Configuration and Change Management
    Telecommunications Knowledge
    ITIL Processes
    Cisco ACI Configuration
    Windows Server Management
    Palo Alto Firewall Knowledge
    Cross-Functional Team Collaboration
    Strong Communication Skills
    Ability to Work Under Pressure

    Some tips for your application 🫡

    Tailor Your CV: Make sure your CV highlights relevant experience in network operations, particularly with LAN/WAN equipment and customer service. Use specific examples that demonstrate your expertise in managing OTN systems and your technical skills.

    Craft a Strong Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention your experience with proactive maintenance and operational support, and how you can contribute to SITA's mission of keeping airports moving smoothly.

    Highlight Relevant Certifications: Include any relevant certifications such as CCNA or Microsoft certifications in your application. This will help demonstrate your technical qualifications and commitment to professional development.

    Showcase Communication Skills: Since this role involves direct client engagement, emphasise your strong communication skills in both your CV and cover letter. Provide examples of how you've successfully collaborated with teams and clients in previous roles.

    How to prepare for a job interview at SITA

    ✨Showcase Your Technical Expertise

    As a Senior Network Operations Specialist, it's crucial to demonstrate your technical skills. Be prepared to discuss your experience with LAN/WAN equipment, Cisco ACI, and any relevant certifications like CCNA. Highlight specific projects where you've successfully managed network operations.

    ✨Emphasise Customer Service Skills

    Since this role involves direct client interaction, showcase your customer service experience. Share examples of how you've resolved issues under pressure and maintained high service standards. This will illustrate your proactive, ownership-driven mindset.

    ✨Prepare for Scenario-Based Questions

    Expect scenario-based questions that assess your problem-solving abilities. Prepare to discuss how you would handle specific network issues or service disruptions, detailing your approach to diagnostics and resolution while adhering to SLAs.

    ✨Research SITA and Its Operations

    Familiarise yourself with SITA's role in the air travel industry and its operational challenges. Understanding their technology and communication innovations will help you align your answers with their goals and demonstrate your genuine interest in the company.

    Senior Network Operations Specialist (OTN/SCN)
    SITA
    Location: London

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