Milan
FingTap SOn-site TOC engineer on rotational shifts acting as the bridge between customer operations and L2/L3 teams. Owns SLA-driven ticket triage, coordination, and resolution during Games-time.
On-Site - Milan
in Information Technology - Network Engineering
by FingTap Solutions
€200-250ph Contract
Responsibilities: • Monitor and ensure SLA-compliant ticket intake; perform initial triage and categorization. • Assign to correct L2/L3 domain; drive cases to resolution, maintaining clear comms and ETAs. • Serve as first escalation for venue ops; coordinate with Architect, Mist Lead, and Security Specialist. • Execute incident command procedures for P1/P2; document RCAs and preventive actions. • Maintain and improve runbooks, dashboards, and shift logs; ensure knowledge continuity across shifts. • Use ServiceNow for workflows; track metrics (MTTA/MTTR, SLE/SLA adherence). Requirements: • 5+ years in telco/enterprise NOC/TOC roles; high-availability or large event experience preferred. • Strong troubleshooting across Core/Edge, WLAN, and SRX security basics; Mist platform familiarity. • Excellent communication and stakeholder management under pressure. • Tools: ServiceNow, Mist AI, JSA dashboards, standard monitoring suites. • Certifications: JNCIP (ENT/SEC) preferred.