Loading...
Share this Job
Apply now »

Team Leader, Service Operations

Requisition Number:  12316
Contract Type:  Permanent
Location(s): 

Manassas, VA, US

ROLE DESCRIPTION SUMMARY

 

The position is responsible for leading the assigned Shift Operations team and for working collaboratively with operational, infrastructure and customer facing functions to help ensure the stable operation, reliability, and security of our customer services and infrastructure. The post holder will be a customer-focused professional that provides leadership and a high degree technical expertise in the support of SES customers and services. You are highly motivated, disciplined, dedicated to making a positive difference, obsessed with customer success, driven to provide an extraordinary customer experience, able and willing to assist and help other team members reach their highest potential. 

 

Extended Job Description:

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Manage and lead a team of engineers to support our global customer’s services and infrastructure using monitoring & control systems on a 24 x 7 basis 
  • Drive industry best practice process compliance, consistency and advocacy across the team as well as the entire Operations organization to drive continual service improvements 
  • Work with the business to develop, enforce and maintain Customer Service Level Agreements (SLA’s) 
  • Act as O3b mPOWER systems champion within NOC operations providing expertise to Customer Operations and Infrastructure Operations functions
  • Responsible for the effective coordination of Customer Operations and Infrastructure Operations escalations to internal SES and external service partners
  • Responsible for the effective interaction with the O3b mPOWER SOC ensuring close coordination and clear communications
  • Act as the NOC expert in the building blocks of SES services based on O3b mPOWER
  • Proactive monitoring and analysis of service delivery systems (working with different system owners) to detect potential issues
  • Ensure basic troubleshooting of O3b mPOWER systems deployed in the cloud
  • Provide Level II technical support
  • Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between L2 NOC and L1 Service Management functions
  • Monitor all satellite, ground and terrestrial network elements to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLA)
  • Ensure all events are properly documented, escalated and reported. Initiate timely technical and management escalation as required

 

COMPETENCIES

 

  • Ability to gather, organize, and analyze large amounts of data with speed and accuracy as well as detect relationships and make decisions using sound methodical judgment
  • Effective time management skills, takes initiative in the absence of direction and exercises independent judgment without constant supervision
  • Ability to multitask by managing, tracking, and resolving multiple issues simultaneously
  • Excellent written, verbal and electronic communications skills necessary to manage the high volume of telephone calls and email involving highly technical issues
  • Excellent team player
  • Demonstrates effective intercultural awareness
  • Strong analysis and problem-solving skills
  • Demonstrates a customer-focused business led approach
  • 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 6 years’ experience in technical support experience in an operations environment
  • Strong knowledge in setting up satellite links (L2/L3) in point to point or point to multi-point
  • Good understanding of link budget analysis
  • Juniper (JNCIA, JNCIS) or Cisco Certified Network Associate (CCNA) Certification
  • Knowledge of basic troubleshooting of operating systems (Windows, Linux)
  • Knowledge in VAS and Cloud services
  • Knowledge of VSAT based satellite services
  • Knowledge MEO or LEO satcom services is a big plus
  • Knowledge of service delivery orchestration is an advantage
  • Microsoft Applications Proficiency (Access, Excel, PowerPoint, Outlook, Visio, Word)
  • Knowledge of Network Management Systems (Compass, Dataminer, EM7, HP OpenView, Nagios, Netcool, SATNMS, ZenOSS)
  • Knowledge of the Satellite or Telecommunications / Satellite industry will be a plus
  • Fluency in English, any other language is considered as an asset

 

Willingness to work on shifts (may include nights, weekends, etc)


Nearest Major Market: Washington DC

Apply now »