Key Responsibilities
* End-to-End Trouble Ticket Resolution: Based at the TOC on a rotational shift schedule, this role acts as the critical bridge between the customer and L2/L3 support teams. Key duties include:
o Monitoring and ensuring SLA-compliant ticket acceptance.
o Executing initial case triage based on customer input.
o Assigning cases to the correct L2 or L3 support domain or soliciting further details.
o 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 the event-time operations.
* Stakeholder Engagement: Coordinate closely with venue managers, engineering teams, service providers, and event 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.
Location:
* L3 - onsite in Milan, client's Technical Operations Centre - part of 24x7 shift team
Rota (CEST)
* Day: 06:00 – 15:00
* Evening : 14:00 – 23:00
* Night: 22:00 – 07:00
Requirements
Required Qualifications
* Minimum 5+ years in telco operations 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).
* Prior experience with ServiceNow.
Technical Competencies
* Deep understanding of troubleshooting Core & Edge network architecture, Wi-Fi concepts, and security integration.
* Proficiency with network monitoring and management tools.
* Ability to create and interpret network diagrams, documentation, and operational playbooks.