Controller, Customer Service Delivery (CSD)

ROLE DESCRIPTION SUMMARY
The Controller, Customer Service Delivery (CSD) will join a shift team responsible for the support, management and monitoring of SES platforms and services 24/7. The Controller will diagnose and resolve service anomalies in the Satellite (RF), IP and Broadcast domains as part of a predefined incident management process and works with Network Management Systems (NMS) from multiple vendors in the IP and Broadcast domains.
In this position you will perform routine operational tasks such as trouble ticket management, service reporting and carrier line-up activities, but also support other SES operational systems involved in the service delivery chain such as contribution, distribution and management networks, all of which have global scope. 

You will be responsible for (this is not an exhaustive list):

• Maintaining services to the highest possible standards, considering primarily service availability and quality of transmission, using both automatic and manual monitoring and analysis systems
• Providing 24/7 service support to SES global customers
• Operating SES managed platforms and associated networks
• Being accountable for the delivery of industry leading customer service
• Performing timely and effective troubleshooting and service recovery actions
• Running line up tests of uplinks as required
• Creating operational reports and statistics as required
• Ensuring the availability and preparedness of SES monitoring systems for Data and Broadcast services
• Liaise with and escalate to Engineering support when required (Level 2)

YOUR PROFILE:

Must Have

• An electronics/telecommunications/ICT (BS/MS) degree, or equivalent qualifications and experience
• 2-3 years working experience in technical customer support and service/systems management
• Theoretical and practical knowledge of satellite communications, networking and/or IT systems
• Fluency in English, both written and spoken

Nice to Have

• Familiar with operating VSAT platforms and associated systems 
• Insight on IP networks, platforms and Internet infrastructure (BGP/DNS/IPV6 etc.) and/or Broadcast systems and technologies (DVB/Multiplexing/Contribution/Distribution)
• Expertise with systems and server infrastructure (Linux/Windows)
• Problem solving and analytical skills
• Communication skills
• Strong customer focus

WHAT'S IN IT FOR YOU

• Flexible working policy
• Bonus and equity plans
• Comprehensive and competitive benefits plan
• A range of wellness activities and employee assistance programs 
• An employer that values all aspects of Diversity and respects every individual’s story

    
GOOD TO KNOW
SES is an Equal Opportunity Employer, committed to workplace diversity & inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristics protected by local, state, or federal law.