Description
Primary Responsibilities and Accountabilities
- Promote Intelsat's culture of employee empowerment, continuous learning, customer advocacy and operational efficiencies in a global setting leading the NOC teams that support both Business-to-Business (B2B) and Business-to-Customer (B2C) services and products
- Manage a team of support technicians ensuring network reliability, network and service availability, and compliance with customer service agreements
- Create, manage, and facilitate professional development of direct reports and individual contributors
- Develop, maintain, support, and optimize key functional areas to remove barriers that hinder the team's overall performance
- Ensure the team is adhering to Incident Management, Problem Management, Monitoring Response, and Reporting/Metrics best practices
- Ensure the oversight, organization, and motivation of all the team members of the NOC
- Provide tactical operational service support and escalation for the NOC and its customers, including the satellite fleet, teleports and terrestrial networks carrying commercial traffic, corporate enterprise, and satellite flight operations
- Lead by example, challenge functional status quo, manage and develop processes to document customer issues and leverage trends and impact analyses in the overall service enhancement.
- Manage all technical and operations aspects for the global response of the Network Operation Centers
- 24/7 responsibility for service and network availability
- Build, develop, and lead remote and onsite team of technical NOC resources
- Ensure processes and resources are aligned towards achieving committed SLAs and KPIs
- Provide proactive communication on network health, impacts, executive escalations, and other critical analysis to Management and key stakeholders
- Lead recovery team for network outages and ensure team timelines are created for postmortem activity and participation
- Lead, supervise, and manage a team of highly skilled individuals who look after the day-to-day operations of all network services within Intelsat
- Provide high level technical support for all advanced network services including core, metro, and international networks, business services infrastructure, and other technical hardware or software, as required
- Utilize reports to gain performance of the network and performance of staff
- Provide executive level reporting to inform decision making
- Act as the liaison between the technical team and internal customers such as Engineering, Teleport Operations, Asset Management, etc.
- Investigate methods and procedures to better monitor our network and respond to issues
- Provide informal training to NOC staff as well as other technical departments
- Develop and enhance staff technical and leadership skills
- Other duties, as assigned
Additional Responsibilities
- Assist with budget forecasting, financial forecasts relating to Network Operations
- Assist with identification of process gaps and automation opportunities.
- Align resource support to operational readiness on new and emerging technologies.
- Drive and manage complex production support issues
- Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation
- Participate with project management personnel to ensure designs interface correctly with existing configuration and that adequate system equipment exists for future needs
You should have:
- BS in Computer Science, Information Assurance (or) Higher with
- A minimum of seven (7) years Network Operations Management experience.
- 3 or more years working knowledge of satellite, and RF related theory and equipment
- Knowledge of network management platforms including but not limited to: Netcool, Remedy and/or ServiceNow, etc.
- 3 or more years of hands-on experience in network support that uses products from vendors such as Juniper, Cisco, Arbor, Newtec, Comtech, XipLink, ECI and other vendors/products that support a high-availability service content distribution network.
- Knowledge of POP/Teleport Operations (Fiber Distribution Panels, Power, etc.)
- General understanding of satellite communication ground station equipment including modems, converters, HPA, LNA, IFL and antenna systems
- Industry knowledge of service provisioning/design fundamentals.
- Experience working with off-net carriers (Lumen, GTT, Telstra) in resolving circuit related incidents & fiber cuts.
- Incident command during network events.
- General knowledge of networking technologies (IP, DWDM, Carrier Ethernet, etc…)
- Experience ITIL Management Suites such as Service-Now or Remedy
- Excellent written and oral communication skills
- Strong interpersonal skills and proven leadership skills including ability to communicate appropriate detail to all levels of management
- Demonstrated ability to manage remote teams in multiple time-zones.
- Strong analytical skills, proven functional and technical analysis skills, professional client interaction.
- Strong follow-through and initiative to stay with issues until they are resolved, along with discipline and tenacity to meet deadlines.
- Must be comfortable working in a fast-paced environment with aggressive deadlines.
- Flexibility and ability to handle multiple tasks and priorities.
- Ability to work extended hours as required, including overnight and weekend hours as needed
- Ability to support on-call, as needed
- Ability to travel up to 10%
Other Job Information:
- This role is subject to ITAR/EAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
Apply on company website