Controller, ARC Operations

ROLE DESCRIPTION SUMMARY

The Adaptive Resource Control (ARC) system is a new state-of-the-art tool that automates complex satellite and ground equipment modifications within the O3b mPOWER MEO and SES17 GEO systems to dynamically optimize payload system resources. The position is part of a 24/7 shift team filling a critical role in the management of the MEO and GEO systems, ensuring that the ARC system remains stable, and system uptime is preserved, and the customer and gateway updates are implemented in the shortest possible time. The ARC Controller monitors the centralized operational mission control systems for both MEO and GEO satellite operational platforms.  They collaborate with operational, infrastructure and customer facing functions within both the Satellite Operations, Spacecraft Payload Engineering and Network Operations Centers to ensure the stable operation, reliability, and security of our customer services and infrastructure. The role is primarily focused on monitoring, diagnosis research, troubleshooting, and escalation to maintain ARC, Satellite and Ground system health, and ensure effective service and operational reliability. This role has a direct impact on customer experience.

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

• Managing and monitoring the ARC system within the MEO and GEO Satellite Operations Centre
• Collaborating with satellite and network operations service partners and with ground and satellite engineering to implement stable customer services within the ARC mission framework.
• Acting as the central escalation point for operational centers and engineering
• Researching, analysuing and troubleshooting issues within the ARC system that affect system health and service capability
• Configuring and tuning ARC for optimal performance and reliability
• Identifying, evaluating, and implementing effective solutions for critical ARC system anomalies in real time
• Developing and validating programs, procedures and processes to support contingency measures for ARC system response
• In collaboration with other operational personnel, assuming manual control of ARC autonomous operations within defined contingency processes
• Coordinating with ARC Engineering Support to resolve system problems
• Collaborating with operators of interfacing systems to ensure proper coordination of activities
• Defining and proposing ARC interface, performance, or general operation improvements to SES Engineering and ARC Development and Engineering teams
• Recording and reporting on customer experience and quality of service metrics

YOUR PROFILE

Must Have

• Bachelor’s degree in Information Technology, Network Communication, Engineering, Computer Sciences or equivalent, coupled with professional vocational training and qualifications
• 2-5 years’ experience in preferably in Operation Centre/Support Centre 
• Technical support experience in the Networking, satellite or wireless communications industry
• Self-motivated, dependable, and able to deal well with ambiguity and rapidly changing priorities

• Flexibility to step in and cover shifts on short notice when needed, ensuring smooth operations and team support

• Demonstrated customer-focused, business led approach
• Manage multiple high workloads in a high stress environment
• Commitment and accountability to team members
• Demonstrated effective intercultural awareness
• Strong analysis and problem-solving skills
• Self-Starter with a high level of personal accountability
• Excellent presentation & communication skills (written and oral; synchronous and asynchronous)

Nice to Have

• Proficiency in Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word); Power BI, Flows experience a plus
• Software Development experience (HTML, CSS, JS, C+) is a plus
• Knowledge of the Satellite or Telecommunications / Satellite industry is preferred
• Fluency in English

WHAT’S IN IT FOR YOU

• Flexible working policy
• Bonus plan
• 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

Embark on a career with us, where diversity isn't just a buzzword – it's our driving force. We are crafting a workplace mosaic that values every hue, background, and perspective. Join a global team where inclusivity sparks innovation, and individuality is not only embraced but celebrated. At SES we are committed to hiring inspiring individuals from all backgrounds. We take great pride in creating safe and inclusive processes and we support the recruitment, retention, and evolution of all employees irrespective of gender, colour, race, ethnicity, religion, sexual orientation, disability, veteran or marital status, background or walk in life.