Senior Engineer, Service Delivery

ROLE DESCRIPTION SUMMARY

• The position is responsible for the successful implementation and project management tasks during the operational phase of larger institutional and/or defence projects and/or programs.
• The incumbent will act as operational expert and contact point for all aspects on the delivery of the assigned projects and services as well as other various activities, among others, related to capacity management and service delivery.
• Support the end user at their location. The position will mainly strengthen the operations and strengthen the relationship with SES.

PRIMARY RESPONSIBILITIES

• Provide guidance on current and future requirements and strategic direction for the service delivery to the end user
• Support the asset and equipment selection process, manage the configuration, the upgrade and all critical operational data necessary to maintain high availability of the service. Tasks include, but are not limited to:
• Running link budgets and managing activations (line-ups);

• • • Technically supporting end-user in relation to best practices regarding satellite links.
    • Reporting to the service owner.
    • Liaising with MOC, via secure communication, to ensure satellite capacity is ready for each mission and for geolocation result.

• Manage the service-level activities for the platform and other operational support systems.
• Ensure the availability and preparedness of the SES systems and all associated systems, data and documentation.
• Be accountable for the direct delivery of the SES service capability to speed up the resolution of impairments/ faults which may be impacting customer services.
• Undertake timely and unsupervised judgments involving highly complex facts, situations which require analysis and interpretation, and comparison of a wide range of options, to find solutions to rapidly resolve cases of service delivery impairments.
• Participate in vendor meetings and negotiations related to system and service development, upgrade and operations.
• Support the development of training material and operating procedures.
• Create reports and statistics as required on system events, activities, performance, usage of the systems, and customer-specific problems; manage the storage and retrieval of specialized data to support analysis of all events.
• Ensure security and proper use of confidential data, either internally provided or from external agencies and companies, which is required for the support of the customer and SES.
• Provide on-call support to assist with resolution of urgent service delivery events impacting customer services.
• Prepare reporting documentation and presentations related to the project(s).
• Support Service Delivery management:

1. Services/ capacity planning
2. Services/ capacity engagement
3. Services/ capacity access coordination
4. Services/ capacity monitoring and control
5. Services/ technical analysis to support 100% availability. 

COMPETENCIES

• Strong aptitude for a Service Manager end-to-end systems approach for the implementation as well as problem solving, and good analytical skills
• Excellent written and oral communication skills to technical and non-technical audiences
• Proactive approach towards existing and potential customers
• Excellent organizational skills with the ability to multitask and take initiative
• Ability to work both in a team and independently as required
• Flexibility and stress resistance
• Ability to work under pressure and meet tight deadlines
• Self-motivation, attention to detail and accuracy
• Fluency in national language and English. Any other languages will be considered as an asset.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s or Master’s Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent
• Minimum of 5 years’ experience in the Satellite Telecommunications or Data Communications Industry, ideally in connection with governments, defence or public institutions
• Very good knowledge of satellite technologies and satellite-based communications
• Experience in service delivery, project and/or program management
• Experience in operating a large spectrum of products and services (hardware, systems integration, support services, etc.)
• Existing experience or relationships into the defence market on national or pan-regional levels
• Awareness of the governmental and institutional environment dynamics

OTHER KEY REQUIREMENTS

• Understanding of the unique demands of working within the Governmental defence and/or institutional end-user
• National/NATO/EU Secret clearance is mandatory
• Willingness to travel internationally