Controller, Customer Service Delivery

Role Description Summary

Join our dynamic shift team and become a key player in the support, management, and monitoring of SES Video Platforms and Services 24x7. The resource is responsible for ensuring the smooth operation, monitoring, and troubleshooting of video and satellite services. This role involves event monitoring, incident management, preventive maintenance, arrange service and platform onboarding and technical support. The incumbent will work in a shift rotation to provide 24/7/365 customer service, ensuring industry-leading service quality and performance.

Primary Responsibilities / Key Result Areas

• Maintain services to the highest possible standards, considering primarily service availability and quality of transmission, though the use of automatic and manual monitoring and analysis systems to identifying and addressing service anomalies
• Provide 24/7 industry leading customer service support
• Operate SES managed platforms and associated networks
• Perform timely and effective troubleshooting and service recovery actions and escalation of issues to Analysts or Engineering support when necessary
• Conduct regular system health checks, ensuring operational procedures are followed to maintain high service availability (e.g. line-up tests of uplinks)
• Generate operational reports, statistics, and incident records as required
• Provide professional and effective technical support to customers, maintaining a high level of service
• Apply and adhere to documented procedures for service restoration, maintenance, and incident resolution
• Ensure SES monitoring systems are fully operational for both Data and Broadcast services
• Liaise with SES Engineering staff for the development and improvement of monitoring and control systems
• Participate in trainings as directed by senior controllers and other specialists.
• Complete all required trainings within six months.
• Obtain certification on mission-critical systems as required.
• Perform other duties as required by management

Competencies

• Ability to remain calm and professional while managing customer calls, including in high-pressure situations.
• Strong problem-solving skills with a keen ability to diagnose and resolve service issues efficiently.
• Ability to monitor and analyze complex systems, ensuring optimal performance.
• Comfortable working in a team environment.
• Commitment to delivering a high standard of service excellence.
• Dedication for continuous learning and improvement.
• Ownership of the implementation of improvement suggestions.

Qualification & Experience

• Degree in electronics/telecommunications/ICT (bachelor preferred), BTS Graduate or equivalent qualifications and experience
• 3+ years working experience in technical customer support and service/systems management
• Solid knowledge of satellite communications techniques, architecture, and protocols
• Sound knowledge of DTH platforms, IP networks and Internet infrastructure (BGP/DNS/IPV6 etc.) and/or Broadcast systems and technologies (DVB/Multiplexing/Contribution/Distribution)
• Operating knowledge of VSAT platforms and associated systems
• Working knowledge of systems and server infrastructure (Linux/Windows)
• Fluency in English

Other Key Requirements / Comments

• Ability to work under 24/7 shift planning