Overview SME Security As an SME for network security, you will be part of Security tower led by Cyber Security Technical Lead, working on proactive network maintenance, providing operational support to local teams and global command centres, work and collaborate with design and deployment teams, engage with customer and provide bespoke solutions. Assist in implementing and improving working processes and procedures. In this role you will provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained. You will be accountable for the delivery and execution of agreed Statement of Work for customer locations, by monitoring and coordinating all actions required to deliver the service. Such deliveries may be part of a project roll out for single customer or a collection of organic growth orders placed by multiple customers. Reporting to the Head of Technology, you will be a part of the technology team responsible for assuring SITA's competitive strength and business growth through the highest quality performance of all Cyber & Network Security activities at Heathrow in airport and at their premises. At SITA, we achieve more, together. Are you ready to join us? What You Will Do Provide proactive maintenance & operational support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs) Ensure the correct functioning and maintenance of all internal and external systems and products When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA. Participate and Coordinate on the adoption of new services or improvements over existing capabilities including automation strategies Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups 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 To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management. 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 Report and escalate to the next level those problems which cannot be fixed Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management. Continuously identify and document lessons learnt, known errors and operational knowledge for improved services Who You Are Technical knowledge and background required (Telecommunications and Service Management) Any other vendor professional certifications to professional level (Palo Alto or Fortinet Preferred) 3 years' experience in technical domain 3 years' experience in Customer Service, preferably in a global organization and Service Provider environment Experience in IT Service Management processes and concepts 3 years' experience as a Systems Engineer/Administrator responsible for support activities involving LAN/WAN/Firewalls/Security equipment. Must have dealt directly with external customers delivering to SLAs. Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction Ability to support and configure Firewalls - PaloAlto preferred Knowledge and understanding of Cisco LAN and WAN network Knowledge and understanding of Cisco NCS, ACI, Nexus 9K Ability to work under pressure and to deal with multiple tasks Analytical capabilities to spot trends via data analysis. Analytical capabilities to continually improve efficiency Knowledge of ITIL and Service Management practices and procedures One or more skills/experience (desirable): Experience of working in the Airport/Airline industry Experience of working with Automation (desired) Knowledge and experience of PaloAlto firewalls Knowledge and experience of Cisco LAN & WAN architecture What We Offer SITA's workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who've been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. And we offer all the good stuff you'd expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning. Welcome to SITA SITA is the world's leading specialist in air transport communications and information technology. We don't just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?