Expert Service Improvement

**Overview**:
As an** Expert Service Improvement** - Network Products, your role will be a Subject Matter Expert role, consist in defining/optimizing service support model, Proactive problem management, establishing strong governance and lifecycle management of Network solutions for our Air Transport Community’s customers & airports.

This also includes participating in the overall development or incubation lifecycle for any new products (i.e., sharing technical operational requirements to Engineering, participating in POC’s to ensure Operational requirement are fully met for operations to support product/solution properly, developing & delivering training for operations teams).

Our Network services solutions generally consist of a mix of:

- Highly available and resilient infrastructure.
- Our LAN / WLAN solutions generally consist of a mix of:

- Network components (WLAN/WAN/LAN, of various types);
- Security components (Firewalls, Load Balancer Technologies, Encryption Devices, etc.);- As well as emerging technologies (5G/LTE, IOT, APIs, SD-LAN/SD-WAN ).which we integrate as replicable components into platforms.
- Network components (LAN/WLAN of various types) e.g Cisco, Juniper Mist, Fortinet, Meraki, Aruba, 4G/5G Cradle point etc.

In addition, you will lead technical discussions or articulate presentations to both internal and external audiences.

The world is changing. Are you ready to define the future of travel with us?

**What you will do**

Main responsibilities are to contribute or lead the production of following deliverables:

- Operational point of contact for Network product related solutions/products.
- Accountable for end to end service ownership including proactive problem management (Continual service improvement) & lifecycle management of network related solutions/products.
- Strong Collaboration with Products, Engineering & Vendors to understand the roadmap of new product solutions, working closely with them in sharing operational requirement to ensure end to end support model is properly defined, participating in pilot sites/Proof-of
- Concept, sharing as and when needed technical inputs to Product & engineering to properly build a new network solution/product/features or enhance existing solutions.
- Work closely with different Operational Practices to create and validate operational requirements for any new or existing network product solutions.
- Establish a strong Process and Compliance governance for network related solutions/products.
- Establish reactive and proactive Problem Management Process and own and drive Proactive Problem management by proactively identify improvement opportunities via conducting different performance & compliance audits and also additional inputs via regular call with internal and external stakeholders.
- Need to ensure strong collaboration with Products, Engineering, Operations & Vendors to drive & lead technical and or process related improvements.
- Need to lead technical discussions or articulate presentations to both internal and external audiences.
- Need to conduct sessions with all operational teams so they are fully aware on product, design,features and new/updated support model.
- Responsible for Operational Performance Management and ensuring the network devices are up to date and complying to CISO or security standards.
- Need to aware of Hardware and software vulnerabilities and work closely with SOC, CISO, Product ,Engineering and Deployment teams to define plan to mitigate them and track them till environment is completely risk free.
- Assess Market solutions to determine fit/value-added (incl. Hardware & Software)
- Build and configure test Lab environments when needed for operational use that include among other things: Virtual servers, switches, routers, firewalls, cloud environments and their integration into various other systems.
- Defining test strategies to ensure compliance with requirements.
- Need to prepare operational process documentation including SORD, Business Catalogues for various populations ranging from Pre-Sales, operations and delivery. In addition, required documentation abilities include the creation of training, customized troubleshooting guides, and best practices.
- Need to ensure the costing model for Network products is up to date and participate in RFP’s responses.
- Need to ensure Network Service Catalogue, Business Catalogues are up to date
- Need to share monthly review with the line manager on initiative progress and challenges.
- Required to work mainly in UK business hours but flexible based on any planned or scheduled activity.
- Open to travel as and when required by the business.

**Qualifications**:
**Who you are**
- Degree in Computer Science, Telecommunications or related fields
- LAN, WLAN Certifications desirable - JNCIS-MistAI Specialist or CCNP-Wireless, Aruba Certified Professional Campus access/ Mobility Expert or equivalent
- Degree in Computer Science, Telecommunications or relate