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4 settimane fa

Milan, Italia NETS-International Group A tempo pieno

Resident Engineer Key Responsibilities • End-to-End Trouble Ticket Resolution: Based at the Technical Operations Center (TOC) on a rotational shift schedule, this role serves as the critical bridge between the customer and 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. • Stakeholder Engagement: Coordinate closely with engineering teams, service providers, and operations leadership to align designs and deployments with project timelines and evolving requirements. • Issue Resolution: Act on complex network incidents, ensuring rapid diagnosis and resolution to protect critical services. • Documentation & Handover: Produce and maintain comprehensive documentation, including implementation guides and operational runbooks to support seamless handover to operations. • Continuous Improvement: Identify opportunities to optimize designs, tools, and processes, leveraging lessons learned from previous large-scale network deployments. Required Qualifications • Minimum 5+ years in telco operations or service delivery, ideally within large-scale or high-availability environments. • Proven experience in troubleshooting and supporting 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 stakeholders. Preferred Qualifications • Prior experience supporting international or large-scale operations (enterprise, telecom, or service provider). • Certifications in relevant technologies (e.g., Cisco CCIE, Juniper JNCIP, or JNCIE). • Experience with ServiceNow or similar ITSM tools. Technical Competencies • Deep understanding of troubleshooting Core & Edge network architectures, Wi-Fi concepts, and security integration. • Proficiency with network monitoring and management tools. • Ability to create and interpret network diagrams, documentation, and operational playbooks.

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