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NOC Team Lead

Requisition Number:  17275
Contract Type:  Permanent
Location(s): 

Manassas, VA, US

ROLE DESCRIPTION SUMMARY
The Team Lead plays a critical role in managing the entire end to end operational lifecycle of the customer services and infrastructure. This role is to work collaboratively with operational, infrastructure and customer facing functions to help ensure the stable operation, reliability, and security of our customer services and the SES infrastructure. Responsibilities include incident management, reporting, process implementation and compliance as well as mentor and train Global Support Engineers to the highest level in support of multiple technologies and services in a consistent and measurable fashion.

 

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

  • Manage a team of engineers to support our global customer’s services and infrastructure using monitoring & control systems on a 24 x 7 basis
  • Ensure Time & Incident/Escalation Management processes are followed by the team members
  • Manages training and competency matrix to ensure the team’s ability to support multiple technologies, processes, and services
  • Implement career roadmaps with a goal to develop measurable talent to the business
  • Promote a proactive, rather than reactive culture within the team and the organization 
  • Drive and promote accountability within the team using a fact-based approach to measure successes and failure with the ability to accept accountability and learn from mistakes to drive change
  • Ensure the team maintains and updates knowledge base material related to supported services and technologies
  • Drive industry best practice process compliance, consistency, and advocacy across the team as well as the entire organization to drive continual service improvements
  • Working with the business to develop, enforce and maintain Customer Service Level Agreements (SLA’s)
  • Implement and test a disaster recovery program to ensure continuity in the event of a Network Operation Centre failure
  • Collaborate and communicate with multiple groups, functions, and vendors to align process, procedures, and Operational Level Agreements to ensure smooth integrations and interfaces within the organization
  • Interact with Customer Service Manager’s and /Regional Service Leaders ensuring we are listening, learning, understanding and empathizing with service issues that they may or may not face, with the ability to transform negative situations into positive objective driven long-term solutions

 

 

YOUR PROFILE:

Must Have

  • Minimum Bachelor’s degree in Satellite Communication, Network/Telecom Engineering, Computer Sciences or related years of experience within the communications industry
  • Minimum of 2 years’ experience in preferably in Operation Centre/Support Center
  • Experience of supporting large complex global networks to multiple global customers
  • Excellent command of MS Office package (Word, PowerPoint, Excel, Visio)
  • Must have demonstrated project management skills, with the ability to manage multiple priorities

 

Nice to Have

  • Proven ability to mentor and lead an operational support team while delivering talent to the rest of the business
  • Strong verbal and written communications skills, coupled with an ability to convey messages in an appropriate manner to both external and internal customers
  • Ability to understand and analyze complex technical and business issues, summarize, identify and implement solutions
  • Ability to manage real-time interaction with the customers, including dealing with sensitive/contentious topics in a manner that protects SES interests while still ensuring the customers interests are addressed
  • Experience working in a fast-paced environment, with the ability to adapt to frequent change and can work a flexible schedule

 

WHAT'S IN IT FOR YOU

  • Flexible working environment, providing opportunities for hybrid or remote work, based on the role
  • Bonus and equity compensation plans
  • Comprehensive and competitive benefits plans
  • A range of wellness activities and employee assistance programs
  • An employer that values all aspects of Diversity and respects every individual’s story
  • Time off for life’s important events and charity work

 

SES is an Equal Opportunity and Affirmative Action Employer.


Nearest Major Market: Washington DC

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