Technical Deployment Lead

**Overview**:
As Technical Deployment Lead, you will identify and promote opportunities to achieve continuous improvement in operational and process performance. You will be technical resource responsible and accountable for managing technical implementations and transition processes for service acceptance into operations. Working closely with the technical leads & solution designers, you will be SPOC for our global deployment teams. You will ensure that systems and products are properly deployed and configured to maximize customer satisfaction.

Reporting to the Technical Services Manager, you will be a part of the Technical Services team responsible for assuring SITA's competitive strength and business growth through the highest quality performance of all technology and architecture activities at Heathrow airport and at their premises.

At SITA, we achieve more, together. Are you ready to join us?

Work environment:

- When/where required, be contactable for escalations and support, on and on-call standby basis, or to perform assigned tasks on 24 x 7 basis

What You Will Do

Technical Implementations/Deployment
- Ensure the adherence to the highest working standards for all deployments by providing guidance, support and direct management.
- Provision of support, for configuration defects, during the 'Warranty Period' to Service and Infrastructure Operations, for any topology or Infrastructure accepted by the Service Transition Operations teams
- Manage the OS patching of network systems as per standards and cybersecurity policy. Liaise with stakeholders to ensure business impact is understood and agreed upon.
- When required, perform Change Implementation and Deployment of Configurations of the supported Product and Systems
- Engage and coordinate workflow to global deployment teams, providing technical coaching as required.
- To proactively drive continual improvement related to Deployment Processes and Procedures.

Planning & Execution
- Participate and coordinate the adoption of new services or improvements over existing capabilities, including minimizing risk of implementation.
- 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.)
- Assist in the development, planning, coordination and implementation of Change and Project plans
- Identifying and documenting system functional gaps and defining and establishing functional requirements for the deployment of new services and products

Customer Service- Maximize customer satisfaction by the delivery of first-class deployment activity and ensuring Systems and Products are properly deployed and configured.
- Participate in Failed Change review relating to any Incident to the customer, supporting to the highest standards and coordinating the resolution with the appropriate resolver groups.
- Act as the customer Single Point of Contact (SPOC), when required to manage escalations and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained.

**Qualifications**:

- Who You Are- Technical knowledge and background (Telecommunications and Service Management)
- Proven experience in project implementation, delivering to SLAs
- Experience in Customer Service, preferably in a global organization and Service Provider environment
- Experience in IT Service Management processes and concepts
- Extensive experience as a Systems Engineer/Administrator responsible for support activities involving LAN, WLAN and Security equipment.
- Ability to work under pressure and to deal with multiple tasks
- Analytical capabilities to spot trends via data analysis.

Technical Expertise Required:
- Hands on experience of configuring Cisco switches and routers including Cisco 6500, ASRs, Nexus 7k, Nexus 9k, ACI, NCS platform
- Hands on experience of configuring Palo Alto Firewalls and AVI Load Balancers
- Hands on experience of configuring Aruba WLAN Access Points & Controllers.
- Advanced Subject Certification: CCNP or similar

Preferred experience, additional training to be provided:

- Experience of working in the Airport/Airline industry
- Experience of working with Automation (Infrastructure as Code)
- Familiarization with Aruba Clear Pass

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