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:

- 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 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.

📌 Resident Engineer (2 positions available, 2x (Milano)
🏢 Comgent
📍 Milano