Specialist Service Operations

Job Summary

Purpose: To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by delivering first-class support activities. To provide the highest level of Service Operation availability ensuring systems and products are properly configured and maintained. To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

Responsibilities

• Participate in the planning, deployment, and delivery of network-related projects with a focus on SDWAN/SASE solution design, implementation, and support.
• Assist Project Managers and Customer Success Specialists in delivery coordination and detailed migration planning.
• Day-to-day management and configuration of network infrastructure, including SDWAN/SASE, firewalls, and local area networks (wired/wireless).
• Oversee SDWAN/SASE managed services to ensure optimized configurations.
• Maintain the operational integrity of security and data networks, responding to incidents and providing occasional out-of-hours technical support.
• Participate in customer meetings, providing performance reports and project updates.
• Troubleshoot and resolve high-priority incidents (L2/L3), ensuring SLAs are met.
• Address customers technical and service-related inquiries.
• Support knowledge sharing and training within internal and customer teams.

Requirements

• 5-7 years of experience in the Information Technology/Telecom industry.
• Proven ability to develop, document, and communicate technical customer solutions.
• Expertise in Enterprise LAN (wired and wireless) and WAN (MPLS & SDWAN) solutions, with a strong understanding of complex routing and switching environments.
• Proficiency with BGP and OSPF routing protocols; knowledge of EIGRP and QoS is a plus.
• Experience with SDWAN and SASE technologies, ideally from Versa Networks.
• Cisco SDWAN or Palo Alto experience will also be considered.
• Experience troubleshooting Cisco and/or Juniper routers, switches, and firewalls, including Cisco ASA and Palo Alto firewalls.
• Strong hands-on experience with firewalls is a must.
• Working knowledge of data center switching technologies (e.g., Cisco Nexus, ACI), virtualization, or WAN optimization is beneficial.
• Familiarity with cloud and multi-cloud solutions like Aviatrix or Alkira or SSE solutions like Zscaler.
• Proficiency in network automation (Ansible, Python, JSON, APIs) is valued.
• Ability to work independently, demonstrating initiative and adaptability in changing environments.
• Strong communication, analytical, troubleshooting, and problem-solving skills.
• Excellent customer support and interpersonal skills.
• Degree or equivalent experience in Engineering or Computer Technologies.
• Familiarity with change management, project management, and ITIL practices.
• Detail-oriented, with a focus on quality and process interdependence.
• Proficiency in English is essential.
• CCNA/NP, JNCIS/IP or equivalent.
• At least one industry associate level certification in security.
• Versa Networks Associate level SDWAN Certification (Specialist or Professional level will be a Plus).

Skills

• SD-WAN
• SASE
• Versa Networks
• BGP
• OSPF
• Cisco ASA
• Palo Alto
• Network automation (Ansible, Python, JSON, APIs)
• Cisco Nexus

Education & Qualifications

• Diploma / Certificate in Computer Science, Electronic Engineering or equivalent; Telecommunications in-country qualification.
• Applicable vendor / technology entry level certification or equivalent work experience (e.g., MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist).
• ITIL Foundation Certificate.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.