Senior Resident Engineer

We are looking for a Resident Engineer to act as the on-site bridge between the customer TOC and our L2/L3 teams, owning trouble tickets end-to-end in a complex Core & Edge environment for a large international sports event.

You will work in shifts from the TOC, ensuring SLA compliance, fast incident resolution and stable Games-time operations.

Key Responsibilities:

End‑to‑End Trouble ticket resolution:

• Based at the TOC on a rotational shift schedule, this role is the critical bridge between the customer and our 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 Games‑time operations.

Stakeholder Engagement:

• Coordinate closely with venue managers, engineering teams, service providers, and Games 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.

Required Qualifications:

• Minimum 5+ years in telco operation 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).
• Familiarity with Olympic Games technology delivery models and operational constraints.
• Prior experience with ServiceNow.

Technical Competencies:

• Deep understanding of Troubleshooting of Core & Edge network architecture, WiFi concepts, and security integration.
• Proficiency with network monitoring and management tools.
• Ability to create and interpret network diagrams, documentation, and operational playbooks.