We are looking for a Resident Engineer to act as the on-site bridge between the customer TOC and our L2/L3 teams, owning trouble tickets end-to-end in a complex Core & Edge environment for a large international sports event.
You will work in shifts from the TOC, ensuring SLA compliance, fast incident resolution and stable Games-time operations.
Key Responsibilities:
End‐to‐End Trouble ticket resolution:
- Based at the TOC on a rotational shift schedule, this role is the critical bridge between the customer and our L2/L3 support teams.
Key duties include:
- Monitoring and ensuring SLA-compliant ticket acceptance.Executing initial case triage based on customer input.
- Assigning cases to the correct L2 or L3 support domain or soliciting further details.
- Actively facilitating and driving the ticket resolution process to completion.
Operational Excellence:
- Provide expert guidance and hands‐on support to operations teams to maintain network stability, performance, and security during Games‐time operations.
Stakeholder Engagement:
- Coordinate closely with venue managers, engineering teams, service providers, and Games operations leadership to align designs and deployments with event timelines and evolving requirements.
Issue Resolution:
- Act on complex network incidents, ensuring rapid diagnosis and resolution to protect critical event services.
Documentation & Handover:
- Produce and maintain comprehensive documentation, implementation guides, and operational runbooks to support seamless handover to operations.
Continuous Improvement:
- Identify opportunities to optimize designs and processes, drawing from lessons learned in previous large‐scale event networks.
Required Qualifications:
- Minimum 5+ years in telco operation delivery, ideally for large‐scale or high‐availability environments.
- Proven experience designing and implementing Core & Edge networks, SD‐WAN, LAN/WLAN, and security solutions.
- Strong knowledge of network monitoring, incident management, and operational support processes.
- Ability to lead and coordinate multi-vendor and cross‐functional teams in time‐critical projects.
- Excellent communication skills to interface effectively with technical teams and senior event stakeholders.
Preferred Qualifications:
- Prior experience supporting international events (sports, entertainment, or similar).
- Certifications in relevant technologies (e.g., Cisco CCIE, Juniper JNCIP or JNCIE).
- Familiarity with Olympic Games technology delivery models and operational constraints.
- Prior experience with ServiceNow.
Technical Competencies:
- Deep understanding of Troubleshooting of Core & Edge network architecture, WiFi concepts, and security integration.
- Proficiency with network monitoring and management tools.
- Ability to create and interpret network diagrams, documentation, and operational playbooks.