Service Improvement Engineer, CSI Managed Services

Role description summary

As a Service Improvement Engineer, you will be a customer and operations focused professional that provides leadership and technical expertise in the support of SES customers and SES Customer Operations. You are highly motivated, disciplined, dedicated to making a positive difference, constantly pushing for customer success, driven to provide an extraordinary customer experience, and willing to assist and help other team members reach their highest potential.  You will be responsible for the identification and implementation of improvements through engagement with key stakeholders and Operations teams across O&E that support business procedures, processes, tools, and knowledge globally.

Primary responsibilities / key result areas

• Technical End to End Expertise Head Continual Service Improvement (CSI) in assuming responsibility for overseeing technical aspects of the end-to-end design across all managed services. Represent a technical point of contact that analyses and identifies gaps within the current ecosystem, ensuring that they are addressed. This role confirms that improvement initiatives are effectively synchronized across the entirety of Operations and Engineering (O&E).
• Customer Operations Performance Analysis Showcase to senior leadership via standard presentations how Customer Operations is performing. This shall include measurements across the core ITIL processes focused on Incident Management, mapping of incident to problem and trending of problem resolution efforts. Lead improvement initiatives to secure Leadership’s support for the growth and maturation of Operations.
• Problem Management cooperation Assist the problem management process and relevant problem tasks to drive progress and accountability. Convey the communication between Customer Operations and Senior Management effectively articulating progress, timelines and any technical blockers.
• Ensure SLA Measurement Compliance Collaborate with Data Analytics to compile SLA (Service Level Agreement) calculations and ensure that Customer Operations remain compliant with reporting performance across all segments including Aero, Cruise, Media, and E&C in effectively meeting customer expectations. 
• Onboarding Collaborate with Service Assurance Onboarding Specialist, Tools, and Operations teams to ensure seamless integration of new products, tools, and services into operational workflows, mitigating potential gaps that could impact customer experience.
• Mentorship & Coaching Demonstrate mentorship, coaching, and guidance to NOC staff to enhance their proficiency in procedures, processes, troubleshooting, and consistency, fostering a culture of continuous improvement. 

Competencies

• Communication Skills: Strong communication skills, with the ability to effectively convey complex information to Senior Leadership
• Adaptability: Able to thrive in a fast-paced, dynamic environment while managing competing priorities.
• Problem-Solving Skills: Ability to identify operational gaps and challenges; develop innovative solutions to enhance efficiency and effectiveness in the work environment.
• Project Management: Strong organizational skills to lead and coordinate multiple improvement initiatives and onboarding efforts across multiple teams.
• Decisiveness: Ability to lead initiatives and make sound decisions backed by data with little to no supervision.

Qualifications & Experience

Required:

• 3-5 years of technical support experience in the satellite or wireless communications industry.
• Fundamental knowledge and experience with stable and mobile antenna systems, RF theory, MEO, GEO, and HTS satellites.
• ITIL Certification or demonstrated equivalent experience with event, incident, change, problem and knowledge management processes.

Preferred:

• B.S. Degree in Telecommunications, Information Technology, or Engineering.
• Technical support experience in a networking operations environment.
• Microsoft Applications Proficiency (Access, Excel, PowerPoint, Outlook, Visio, Word).
• Fundamental knowledge of Network Management Systems (Compass, Dataminer, EM7, HP OpenView, Nagios, Netcool, SATNMS, ZenOSS).