Controller, Multimedia Networks Operations

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 24x7. You will diagnose and resolve service anomalies in the Satellite (RF), IP and Broadcast domains as part of a predefined incident management process.

You will perform routine operational tasks such as trouble ticket management, service reporting and carrier line-up activities. In this role, you will also have the chance to engage with SES next generation services (HTS & Mobility) on a technological and service delivery level.     

In addition, you will 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 also get to work with Network Management Systems (NMS) from multiple vendors in the IP and Broadcast domains.

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.
• Provide 24/7 service support to SES global customers
• Operate SES managed platforms and associated networks
• Be accountable for the delivery of industry leading customer service
• Perform timely and effective troubleshooting and service recovery actions
• Perform line up tests of uplinks as required
• Provide technical support to customer   
• Create operational reports and statistics as required
• Ensure the availability and preparedness of SES monitoring systems for Data and Broadcast services
• Liaise with and escalate to Engineering support when required (Level 2)

COMPETENCIES

• Good knowledge of satellite communications techniques, architecture and protocols
• Operating knowledge of VSAT platforms and associated systems 
• Knowledge of IP networks, platforms and Internet infrastructure (BGP/DNS/IPV6 etc.) and/or Broadcast systems and technologies (DVB/Multiplexing/Contribution/Distribution)
• Working knowledge of systems and server infrastructure (Linux/Windows)
• Strong aptitude for a systems approach to problem solving, and good analytical skills
• Strong customer focus
• Self-motivation, attention to detail and accuracy
• Ability to work in a team environment, and independently as required

QUALIFICATION & EXPERIENCE

• 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

OTHER KEY REQUIREMENTS / COMMENTS

• Good level of English, any other languages considered an asset

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 on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristic protected by local, state, or federal law.