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Service Agent, ARC Operations

Requisition Number:  12335
Contract Type:  Permanent
Location(s): 

Manassas, VA, US

ROLE DESCRIPTION SUMMARY

The position is a critical role in the management of the mPOWER ARC system on an ongoing basis and ensures the ARC system remains stable and is responsible for ensuring system uptime is preserved. The incumbent works collaboratively with operational, infrastructure and customer facing functions within the mPOWER NOC to help ensure the stable operation, reliability, and security of our customer services and infrastructure. The role is primarily focused on the effective operation of mPOWER ARC System.

 

Extended Job Description:

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Responsible for the management and monitoring of the ARC system on an ongoing basis within the O3b mPOWER NOC
  • Works alongside fulfillment and service partner teams to ensure new services are implemented effectively and changes required within ARC are implemented in line with agreed requirements
  • Works alongside customer and infrastructure operations to support existing customer services
  • Escalation point in the support of existing service provision and any system related issues with the ARC system
  • Manages and monitors the Adaptive Resource Control (ARC) system that serves as the autonomous O3b mPOWER management and control system.
  • Configures and tune ARC for optimal performance.
  • Addresses situational and ARC system anomalies as they arise
  • In collaboration with other O3b mPOWER operational personnel, assumes manual control of O3b mPOWER when ARC autonomous operations aren’t sufficient
  • Coordinates with ARC Engineering Support to resolve system problems
  • Liaises with operators of interfacing systems to ensure proper coordination of activities
  • Provides feedback to SES Engineering and ARC Development and Engineering teams on ARC performance and opportunities to improve operations
  • Maintains focus on the end customer experience and quality of service

 

COMPETENCIES

 

  • Self-motivated and able to deal well with ambiguity and rapidly changing priorities
  • Demonstrates a customer-focused business led approach
  • Excellent team player
  • Demonstrates effective intercultural awareness
  • Strong analysis and problem-solving skills
  • Self-Starter with a high level of personal accountability
  • Excellent presentation & communication skills (written / oral)

 

QUALIFICATIONS & EXPERIENCE

 

  • Bachelor’s degree in Engineering, Satellite Communication, Computer Sciences or equivalent, coupled with professional vocational training and qualifications
  • Minimum of 5 years’ experience in preferably in Operation Centre/Support Center 
  • Technical support experience in the satellite or wireless communications industry
  • Excellent command of Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word)
  • Knowledge of the Satellite or Telecommunications / Satellite industry will be a plus
  • Fluency in English, any other language is considered as an asset


Nearest Major Market: Washington DC

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