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Controller, Customer Service Delivery
2021-01-26 12:12:22| Space-careers.com Jobs RSS
ROLE DESCRIPTION SUMMARY You will join a shift team responsible for the support, management and monitoring of SES Video Platforms and Services 24x7. You will be expected to diagnose and resolve service issues in the Satellite RF, DVB, IP and Broadcast domains as part of a predefined incident management process. You will perform routine operational tasks such as trouble ticket management, service reporting and quality checks. The position also carries the expectation that you fully engage with SES next generation services on a technical and service delivery level. You will support other SES operational systems and areas involved in the service delivery chain such as contribution, distribution and management networks, all of which have a global scope. In addition, you will be expected to work with Network Management Systems NMS from multiple vendors in the IP and Broadcast domains. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Maintain services to the highest possible standards, considering primarily service availability and quality of service, using automated and manual monitoring analysis systems Provide 24x7 technical support to SES global customers Operation of SES Managed Platforms and Managed Services with associated infrastructure Delivery of industry leading customer service Create operational reporting and statistics as required Ensure the availability and readiness of SES monitoring systems for Broadcast and Data services Liaise with and escalate to Engineering support when required Perform other duties as required by management COMPETENCIES Understanding of video infrastructure and workflows, satellite communication techniques, architecture and protocols Good knowledge of broadcast systems and infrastructure, systems and technology Knowledge of IP networks, platforms and internet infrastructure Willingness and drive to continuously acquire new knowledge and skills Strong aptitude for a systems approach to problem solving, and good analytical skills Excellent written and oral communication skills in the English language Strong customer focus Selfmotivation, attention to detail and accuracy Ability to work in a team environment, and independently as required QUALIFICATIONS EXPERIENCE An electronics telecommunications ICT BSMS degree, or equivalent qualifications and experience 23 years working experience in a technical customer support and servicesystems management Theoretical and practical knowledge of broadcast systems and video workflows OTHER KEY REQUIREMENTS COMMENTS Willingness and ability to work rotating shifts to include weekends and holidays SES is an Equal Opportunity and Affirmative Action Employer. Apply HERE
Tags: service
customer
delivery
customer service
Category:Transportation and Logistics
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