Manager, Operation Service Assurance

Manager, Operation Service Assurance

ROLE DESCRIPTION SUMMARY

We are looking for a skilled Manager (Engineering Level- 3 Operations Team, India) to lead a dynamic and technical team responsible for the operations and troubleshooting of multi-orbit terminal and platform satcom infrastructure. As the L3 Operations Team, this group serves as the key escalation point for SES Network Operations Centers (NOCs) and works closely with L4 Engineering teams and other global stakeholders to resolve complex issues. The Manager will oversee shift teams, while optimizing operational processes and ensuring seamless service delivery.

This role is ideal for someone who thrives in a collaborative environment, enjoys solving complex technical challenges, and is driven by continuous improvement.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Lead, mentor, and manage shift teams, ensuring they are engaged and aligned with business goals.
• Foster accountability and continuous improvement, using data-driven insights to track team performance and outcomes.
• Create a collaborative environment where knowledge is shared, and team members are encouraged to grow professionally.
• Ensure the smooth day-to-day operations of satcom terminal and platform systems, troubleshooting issues as they arise and minimizing service disruptions.
• Act as the key escalation point for SES NOCs, ensuring that Level 3 issues are resolved in a timely and effective manner.
• Develop and implement process optimization initiatives that improve efficiency and customer satisfaction, contributing positively to the business’s performance.
• Maintain and refine Standard Operating Procedures (SOPs) to uphold high operational standards.
• Collaborate closely with L4 Engineering teams for escalations that require deeper technical expertise, ensuring seamless issue resolution.
• Work with external vendors such as Gilat, iDirect, Comtech, and HNS to ensure effective support and resolution of critical issues.
• Provide regular reports to senior management on team performance, operational metrics, and areas for improvement.
• Ensure efficient Incident Management by handling escalations from SES NOCs and resolving issues within agreed service-level agreements (SLAs).
• Collaborate with L4 Engineering and vendors to support Problem Management, identifying root causes and implementing solutions to prevent recurring incidents.
• Oversee Service Transition by ensuring a smooth and risk-free deployment of services on VSAT platforms during the Order-to-Fulfillment (O2F) and Order-to-Assurance (O2A) phases.

COMPETENCIES

• Leadership: Proven ability to manage and inspire technical teams to achieve excellence.
• Problem-solving: Strong critical thinking skills and a proactive approach to identifying and resolving operational issues.
• Communication: Excellent communication and collaboration skills, with the ability to present complex ideas clearly and effectively.
• Agility: An agile mindset, comfortable with change, and able to drive team adaptability in a fast-paced environment.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Telecommunications Engineering, Electronics and Communication Engineering (ECE), Information and Communication Technology (ICT), or a related field.
• At least 10 years of professional experience, including some years in satellite communications or a related domain.
• Strong background in team management, with proven experience in leading high-performing technical teams.
• Experience with VSAT platforms such as Gilat, iDirect, Comtech, or HNS is a plus.
• Proven expertise in developing operational processes and Standard Operating Procedures (SOPs).
• Experience in managing the service assurance of VSAT paltforms is advantageous.
• Knowledge of satellite communications infrastructure.
• Familiarity with service assurance platforms and related processes.
• Understanding network infrastructure and operations, including routers, switches, firewalls, and other network devices, is a plus
• Fluent in English

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SES is an Equal Opportunity Employer and welcomes diversity!

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