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Senior Engineer, Service Improvement
2019-10-21 13:17:21| Space-careers.com Jobs RSS
About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. Senior Engineer, Service Improvement United States Bristow, Virginia Role Description Summary As the Senior Engineer, Service Improvement you will role play a critical role in Network Managed Services in driving Service Improvement initiatives especially in terms of problem management for all incidents reported in the Networks NOC. The key objective of this role is to support service improvement related to ensure improvement of Customer experience and contractual SLAs with our customers In this position you will work closely with cross functional team Operations, Engineering, Tools and Customer facing organizations to ensure that persistent and chronic issues are identified and corrected, improving SLAs as well as Customer Satisfaction levels with Managed Services operations. You will also be responsible for ensuring problem management, reporting process adherence and compliance, and streamlining processes and procedures. Primary Responsibilities Key Result Areas Analyse and identify chronic events incidents impacting customers, and work with Field Engineering and Product Design Engineering to find improvements and software hardware bugs as well as fault resolution through updates upgrades Setup problem management process with existing tools and infrastructure and then work to improve the process Drive relevant stakeholders to follow the process and work with reporting team to create insights to improve efficiency customer satisfaction Document and maintain a lessonslearned database and ensure a constant culture of improvement Design and develop training and competency assessments for the shift teams RF engineers to ensure each teams ability to support multiple technologies, processes, and services are at par with Global Services standards Assist the NOC management team with continuously improving the change request management processes and procedures Generate trend analysis based on technical metrics and routineondemand reports for technical anomalies Support Service Improvement Manager by delivering analysis for service improvement initiatives including quality reviews, process assessments, and problem management Competencies Strong analytical skills with a keen eye on detecting repeatedchronic issues Experience of handling NOC shift as a Team lead Outstanding problemsolving Oral and Written Communication Sound engineering and technical knowledge of IP satellite delivery Ability to work independently and efficiently in a highpressure NOC environment Selfmotivated Resiliency Superior organizational skills and followthrough with ability to deal with multidisciplinary stakeholders technical, customers, vendors Takes initiative without close supervision and proactively resolves customer issues Expertise in explaining complex technical issues in business terms Sense of urgency, initiative and a competitive drive to get things done Qualification Experience Bachelors Degree in Engineering, Telecommunications, or related field required experience may be substituted for education Minimum 5 to 10 years of experience in the satellite, telecommunications, or similar technical industry handling incidents required Experience troubleshooting complex satellite earth station systems preferred Deep knowledge of satellite systems engineering with high level understanding of technical impact on operational effectiveness preferred Solid understanding of GEO HTS technology and satellite ground equipment preferred Fluency in English required French, German, Spanish, and other languages are considered as additional assets Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE
Tags: service
senior
improvement
engineer
Category:Transportation and Logistics
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