Senior Engineer, Technical Operations

As a Sr. Engineer, Technical Operations, you will be an initial point of contact for software deployments, production issues (Software) related to SES Infight’s core services such as In-Flight Connectivity (IFC)/In-Flight Entertainment (IFE)/IPTV on retrofit and next generation Onboard Experience (OX) architectures and Satellite network performance. You will have desire to gain thorough technical knowledge on end-to-end system for providing quick analysis and driving resolution on production issues. In addition, you will be creating various dashboards and status reports for executives and end customers. You will be expected to build strong system/network level technical knowledge and use critical thinking to resolve issues faster.

Additional responsibilities include but not limited to engage in PI (Agile teams) to understand the roadmap of upcoming features and services, lead the strategic oversight of platform and network performance, ensuring optimal performance, high reliability, and exceptional end-user experience, lab setup for reproducing field issues and writing automation scripts for generating reports. 

Are you up to the challenge?

• Desire to learn and champion new technologies and overall end-to-end system
• Develop a strong background in SES Infight’s technology platforms (ESA, KU, 2KU, ATG, ATG4 and autonomous IFE/IPTV) as well as third party technologies
• Understanding complex systems and able to diagnose and isolate the failures to a product/component level
• Deploying software to aircraft and monitor deployment performance
• Generate reports by fleet, technology, or airlines to assess the defect impact
• Triage software defect via strong analysis techniques (log/data analysis, defect tracking, etc.).  Determine and document initial root cause, impact, severity, and frequency of failures
• Drive Internal Review Board (IRB) meetings with cross functional teams to agree and provide visibility on initial failure and impact
• Enforce and drive continuous improvements on Software Production Incidents process
• Participate in corrective action reports and root cause analysis exercises (e.g., fish bone, 8D, 5 Why’s, etc.)
• Generate test plans for reproducing field issues in lab environment
• Create reports for complex/critical production issues for senior management
• Define, develop and improve production diagnostics tools and defect analysis tools for quick turn around
• Support returned box analysis from production
• Support the field operation team by troubleshooting/triaging SW issues by following the defect management process (SPI/IRB), while being a strong voice for process adherence.

• Lead the resolution of network performance issues through strategic coordination across internal teams and provide expert technical support for airline performance and customer escalations to SES’s customer-facing teams.
• Independently educate and manage internal and external stakeholders on performance metrics such as Latency, Speed, Packet Loss, Jitter, and the utilization of managed service fabric. Provide strategic guidance to ensure stakeholders have a clear understanding and alignment with organizational objectives.
• Lead comprehensive reviews and analyses of existing data collection systems. Provide strategic recommendations on improvements, maintenance, or other factors to significantly enhance system performance, reliability, and efficiency.

• Occasional travel to support new install/maintenance activities

• Ability to work at IST overnight -- till 3pm US Chicago time
• Rotation of shift every quarter to half year

You should have:

• System thinking skills for isolating issues within a complex network
• BS degree in Engineering/Computer Science disciplines
• 10+ years of system level troubleshooting experience working on complex systems
• 5 years of relevant experience in the satellite and/or telecommunications industry
• TCP/IP, Linux/Shell Scripting, Packet Capture/WireShark, Jira, Wiki, Test Director
• JQL, SQL, Python, Java, Go, Git, Jenkins (CI), Spinnaker (CD), AWS OpenSearch
• Tableau, Power BI, Network Analysis
• Excellent Verbal/written communication skills
• Ability to work independently with minimal supervision
• Strong understanding of capacity and time management
• Flexibility to work occasional weekends or off hours, as emergencies arise
• Proactively seek continuous learning and continuous improvements
• Mentor new members and create personal development goals

It would be nice if you had:

• Strong networking background with CCNA/CCNE certifications
• Working knowledge of Agile methodologies (Scrum, Kanban, SAFe PI), DevOps and SRE
• Exceptional techno-commercial business acumen in satellite communication network rollout, influencing strategic decisions and project success.
• Advanced technical competency in VSAT Network Platform operation methodologies and mastery of TDMA systems such as Gilat with comprehensive knowledge of their functionality, performance, and system operations.