Resident Engineer (2 positions available, 2x L3)

Job Description

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

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

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.

Additional Requirements

Core & Edge networks, SD‑WAN, LAN / WLAN, Wi‑Fi, security solutions, troubleshooting, monitoring/management tools, ServiceNow, network diagrams/runbooks, telco operations, incident management, multi‑vendor coordination.

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