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:

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- 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 â 15:00
- Evening : 14:00 â 23:00
- Night: 22:00 â 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.
- Excellen

📌 Resident Engineer (Milano)
🏢 Comgent
📍 Milano