Senior Network Operations Specialist

- 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 timely escalations to specialized resolver groups inside and outside SITA, according to 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 senior team members in the management, reporting, and coordination of day-to-day tasks during absence of the Technology Lead. - Use the appropriate tools and equipment to perform 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.