Controller, Video Customer Operations

Role Description

Join our best in class shift team and become a key player in the support, management, and monitoring of SES Video Platforms and Services 24x7. Dive into the exciting world of Satellite (RF), DVB, IP, and Broadcast domains, where you'll diagnose and resolve service issues as part of a cutting-edge incident management process You will be responsible for ensuring the smooth operation, monitoring, and troubleshooting of video and satellite services. This role involves event monitoring, incident management, preventive maintenance, service and platform onboarding and technical support. While working in a shift rotation to provide 24/7/365 customer service, ensuring industry-leading service quality and performance you'll be at the forefront of SES next-generation services, engaging on a technical and service delivery level.

AS A Controller, Video Customer Operations, you will be responsible to:

• 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 24x7 technical support to SES global customers, delivering industry-leading customer service
• Operate SES Managed Platforms and Managed Services with associated network infrastructure
• Perform timely and effective troubleshooting. Escalate to Engineering support when necessary
• Conduct regular system health checks ensuring operational procedures are followed to maintain high service availability
• Generate operational reporting and statistics as required
• Provide professional and effective technical support to customers, maintaining the highest 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
• Perform other duties as required by management

Your profile

1- must have

• Degree in electronics/telecommunications/ICT (bachelor preferred), 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 techniques, architecture, and protocols
• Sound knowledge of DTH platforms, IP networks and Internet infrastructure and/or Broadcast systems and technologies (DVB/Multiplexing/Contribution/Distribution)
• Operating knowledge of VSAT platforms and associated systems
• Fluency in English
• Understanding of video infrastructure and workflows, satellite communication techniques, architecture, and protocols.
• Good knowledge of broadcast systems and infrastructure, systems, and technology.
• Knowledge of IP networks, platforms, and internet infrastructure.
• Ability to remain calm and professional in high-pressure situations.
• Strong problem-solving skills with a keen ability to diagnose and resolve incidents
• Strong customer focus and self-motivation.
• Ability to work both independently an in a team environment.
• Unwavering drive to continuously acquire new knowledge and skills.

Other Key Requirements / Comments

• Ability to work under 24/7 shift planning