Software Operations Analyst

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 ARC Operations Controller 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. In this position you will monitor the centralized operational mission control systems for both MEO and GEO satellite operational platforms, but also focus on monitoring, diagnosis research, troubleshooting, and escalation to maintain ARC, Satellite and Ground system health, and ensure effective service and operational reliability into the mPOWER and SES17 satellite and ground platforms. 

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

• The management and monitoring of the ARC system on an ongoing basis within the MEO and GEO security operations center
• Collaborate with satellite and network operations service partners and with ground and satellite engineering to implement stable customer services within the ARC mission framework
• Research, analyse and troubleshoot issues within the ARC system that affect system health and service capability
• Central escalation point to operational centres and engineering, most of all to support existing services provision and any system related issues within the ARC system
• Configure and tune ARC for optimal performance and reliability
• Identify, evaluate, and implement effective solutions for critical ARC system anomalies in real time.
• Develop and validate programs, procedures and processes to support contingency measures for ARC system response
• In collaboration with other operational personnel, assume manual control of ARC independent operations within defined contingency processes
• Coordinate with ARC Engineering Support to resolve system problems
• Collaborate with operators of interfacing systems to ensure proper coordination of activities
• Define and propose ARC interface, performance, or general operation improvements to SES Engineering and ARC Development and Engineering teams
• Record and report on customer experience and quality of service metrics

YOUR PROFILE:

Must Have

• Bachelor’s degree in IT, Network Communication, Engineering, Computer Sciences or equivalent, coupled with professional vocational training and qualifications
• Minimum of 5 years’ experience in preferably in Operation Centre/Support Centre 
• Technical support experience in the Networking, satellite or wireless communications industry
• Familiarity with Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word)
• Knowledge of the Satellite or Telecommunications / Satellite industry is preferred
• Fluency in English

Nice to Have

• Software Development experience (HTML, CSS, JS, C+)

• Demonstrated customer-focused, business led approach
• Manage multiple high workloads in a high stress environment
• Analysis and problem-solving skills
• Presentation & communication skills