Operations Analyst Level 2 Customer Support, PMOCL2 1

Role Description Summary

Reporting to the Director, PMOCL2, the Operations Analyst L2, is responsible for supporting all day-to-day activities related to the management of SES customer services, satellite payload management, interference mitigation, and escalated trouble. They will coordinate with commercial, development and technology teams to ensure delivery of best-in-class customer service. Working with the Engineering & Operations teams, the Analyst will identify and develop necessary process and system improvements in order to achieve this goal. 

Responsibilities / Key Result Areas

• Coordinate PMOCL2’s efforts in supporting advanced Customer Services activities, such as HTS operational development and furthering the integration of RFI monitoring and mitigations tools such as SatID, Satguard, Dataminer, and other emerging systems into operations.
• Track and resolve complex technical and operational issues affecting customer transmissions on the SES satellite network including RFI, GSM, radar, sweepers, rebroadcast etc…
• Coordinate efforts to resolve interference with adjacent satellite providers
• Ensure procedures and training components are properly written to support Customer Services activities.
• Maintain the highest level of operational and technical knowledge of the communications monitoring systems in order to act as a systems expert in supporting 24/7 operations
• Identify and provide improvements to existing PMOC and PMOCL2 operating procedures.
• Align operational procedures between Operations & Engineering teams and among PMOCL2.
• Organize customer service processes among Operational & Engineering teams to align, execute, and improve on an on-going basis
• Ensure all operational events are correctly coordinated
• Provide support to Operations & Engineering teams on any escalated issue affecting customer services

Competencies

• Strong aptitude for a systems approach to problem solving, and good analytical skills
• Innovative mind-set and creative approach
• Ability to communicate well with others, in writing and verbally
• Strong customer focus; demonstrate excellent customer service and interpersonal skills
• Ability to lead, motivate, and influence others
• Possess the ability to make timely, informed decisions that consider the facts, goals, and constraints
• Must be able to support customer training and support of sales when needed
• Self-motivation; attention to detail and accuracy
• Thorough knowledge of the HTS satellites
• Ability to work independently and in a team environment

Qualification & Experience

• Must be willing to work in a 24/7 environment, on-call rotation
• High level of knowledge of spectrum monitoring and interference mitigation tools
• Minimum 7 years of experience in the satellite communications field, to include advanced theoretical and practical knowledge of satellite communications, RF systems, and VSAT communications techniques.
• Advanced knowledge of Carrier Monitoring and Geolocation systems, RF interference mitigation techniques
• An electrical/telecommunications (BS/MS) degree, or equivalent qualifications and experience
• Strong proficiency in software tools and applications, such as Word, Excel, PowerPoint, Teams and Sharepoint.