Network Operations Manager

7 days ago

Chennai, Tamil Nadu, India Intelsat Full time
Job Summary

This is a leadership role responsible for delivering world-class service to Intelsat's managed services customer base. The successful candidate will drive staff development, enhance service support models, achieve unmatched service availability, and produce outstanding customer experiences.

Key Responsibilities
  • Lead a team of shift technicians in proactive service management and incident response for network availability
  • Develop and maintain operational support documentation, job aids, and skill assessments
  • Provide leadership of system support, change management, and quality oversight
  • Provide after-hours on-call support to the NOC regarding service impact and driving resolution
  • 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 adheres to Incident Management, Problem Management, Monitoring Response, and Reporting/Metrics best practices
  • Ensure the oversight, organization, and motivation of all 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
  • 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
  • Build, develop, and lead remote and onsite teams of 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 leadership and key stakeholders
Requirements
  • Bachelor's degree and a minimum of 7 years of network operations management experience (or equivalent combination)
  • Budget forecasting and financial forecasts relating to Network Operations
  • Ability to identify and address 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
  • Network operations lead to ensure designs interface correctly with existing configuration and that adequate system equipment exists for future needs
  • Must consistently display situational awareness and take initiative to address customer issues as well as departmental inefficiencies with little or no supervision
  • Expert-level knowledge in VSAT Platform Chassis Architecture
  • Expert-level understanding of satellite communication ground station equipment, including modems, converters, HPA, LNA, IFL, and antenna systems
  • Ability to convey complex technical issues equally to skilled and unskilled individuals
  • Adeptness in team working, organizational, and interpersonal skills, with the ability to work comfortably with customers and co-workers who speak English as a second language
  • Influence others in the adoption of behaviors related to enterprise leadership, customer focus, collaboration, and change agility
What We Offer
  • Hybrid work environment offering up to two days per week work from home (for eligible positions)
  • Development opportunities supporting professional growth championed by our dedicated Learning & Development team
  • Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups
  • Wide range of benefits and perks to help you stay healthy, happy, and productive, including paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more

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