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Engineer, Service Management Center

Requisition Number:  16706
Contract Type:  Permanent
Location(s): 

Betzdorf, LU

ROLE DESCRIPTION SUMMARY

 

In this role, you will be responsible for engineering oversight of the Betzdorf Service Management Center (SMC) operations and systems, as well as providing intervention support. You will also act as the central point-of-contact concerning the design, specification, and technical implementation of SMC projects and customer services. You get to design systems training for proper SMC team management and troubleshooting, and also perform level 3 on-call support for SMC customer-facing services and system design.

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Proactively work with external stakeholders to provide expertise and operational support for Global DTH services, ensure creation, follow-up or enhancement of SMC monitoring and service implementation systems, particularly where new services are starting, or significant changes are taking place
  • Manage the design, specification, implementation, and evolution of the DINO services, ensuring all operational activities meet established standards and adhere to the best use of resources
  • Support non-standard customer delivery projects, to include engineering design and implementation
  • Identify process and system improvements which assist the operational teams in enhancing customer services
  • Ensure the proper operation and configuration of the DINO’s encoding and multiplexing equipment
  • Evaluate and optimize the performance of satellite and terrestrial contribution feeds
  • Contribute to evolution of Dataminer capabilities to ensure L2/video engineering/payload monitoring requirements are met
  • Define SMC operational alarm templates for all incoming and ongoing customer agreements; ensuring Service Level Agreements are always enforced
  • Perform 24/7 Level 3 service interventions and support in cases of emergencies and anomalies

 

COMPETENCIES

 

  • Strong ability to work independently and without supervision
  • Keen attention to detail and organizational skills
  • Excellent collaborator, both among departments and various geographical locations
  • Good written language skills

 

QUALIFICATIONS & EXPERIENCE

 

  • Deep knowledge of satellite communications infrastructures and telecommunications systems
  • A good understanding of video agregation and distribution technologies, covering both satellite and IP
  • Technical degree or equivalent work experience
  • Five to seven years’ experience in similar role
  • Good understanding of SES technical department functions, workflows and inter-dependencies
  • Experience working with Service NOW system

 

OTHER KEY REQUIREMENTS / COMMENTS

French or German language skills are 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. 

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