Controller, Customer Service Delivery
SES Latin America
Betzdorf, LU
il y a 5j

Role Description Summary

The (CSD), will join a shift team responsible for the support, management and monitoring of SES platforms and services 24 / 7.

The Controller will diagnose and resolve service anomalies in the Satellite (RF), IP and Broadcast domains as part of a predefined incident management process.

The Controller will perform routine operational tasks such as trouble ticket management, service reporting and carrier line-up activities.

In this role, there is also an opportunity to fully engage with SES next generation services (HTS & Mobility) on a technological and service delivery level.

You will also support other SES operational systems involved in the service delivery chain such as contribution, distribution and management networks, all of which have global scope.

In addition, you have the chance to work with Network Management Systems (NMS) from multiple vendors in the IP and Broadcast domains.

If this sparked your interest and youd like to learn more, please click the link below.

Primary Responsibilities / Key Result Areas

  • Maintain services to the highest possible standards, considering primarily service availability and quality of transmission, using both automatic and manual monitoring and analysis systems.
  • Provide 24 / 7 service support to SES global customers
  • Operate SES managed platforms and associated networks
  • Be accountable for the delivery of industry leading customer service
  • Perform timely and effective troubleshooting and service recovery actions
  • Perform line up tests of uplinks as required
  • Create operational reports and statistics as required
  • Ensure the availability and preparedness of SES monitoring systems for Data and Broadcast services
  • Liaise with and escalate to Engineering support when required (Level 2)
  • Competencies

  • Good knowledge of satellite communications techniques, architecture and protocols
  • Operating knowledge of VSAT platforms and associated systems
  • Knowledge of IP networks, platforms and Internet infrastructure (BGP / DNS / IPV6 etc.) and / or Broadcast systems and technologies (DVB / Multiplexing / Contribution / Distribution)
  • Working knowledge of systems and server infrastructure (Linux / Windows)
  • Strong aptitude for a systems approach to problem solving, and good analytical skills
  • Excellent written and oral communication skills
  • Strong customer focus
  • Ability to work in a team environment, and independently as required
  • Qualification & Experience

  • An electronics / telecommunications / ICT (BS / MS) degree, or equivalent qualifications and experience
  • 2-3 years working experience in technical customer support and service / systems management
  • Theoretical and practical knowledge of satellite communications, networking and / or IT systems
  • Good level of English, any other languages considered an asset
  • Good To Know

    SES is an Equal Opportunity Employer, committed to workplace diversity & inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristics protected by local, state, or federal law.

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