Senior Supervisor, Network Operations - Service Management

What you will do :

• Supervise technicians providing 24x7x365 support, maintain appropriate staffing levels, manage conflicts as they arise, and create & foster a positive, productive work environment.
• Oversee shift change and validate all information provided to oncoming shift technicians.
• Coordinate technician duties verifying swift and accurate response to all alerts, problem resolutions, or escalation of issues.
• Perform ticket management audits, severity rating validations, ticket log data, and resolution methods.
• Ensure timeliness of trouble resolutions by processing trouble-tickets correctly, fully documenting all troubleshooting steps and outstanding actions.
• Ensure adequate training for new hires and evaluate progression of training.
• Define individual goals and ensure individuals are working to reach goals.
• Ensure ISOC staff follows established Standard Operating Process and Procedures.
• Continuously strive for process improvement and ensure superior customer support is always provided.
• Monitor ISOC staff proficiencies, providing remedial training and taking disciplinary action as necessary.
• Serve as the 1st level escalation point for customer related issues, responding to & following up on all escalated issues in accordance with escalation process and procedures.
• Ensure ISOC staff is proactively monitoring Managed Networks via the Fault Management Systems, and is swiftly and accurately responding to all alerts.
• Support strategic initiatives to include : new product development, new system and tool development, and proposal support.
• Take direction from the ISOC manager and provide feedback to manager for process improvement.
• Act on behalf of the ISOC manager in his / her absence.

Your required experience / skills :

• Must be a US Citizen. Military background ideal.
• Must be able to obtain and maintain a U.S government issued security clearance at the secret level.
• Must have at least 7 years of hands-on experience, with 10 years preferred.
• Must possess a general understanding of RF theory, basic electronics, antenna drive systems, High Power Amplifiers, Up / Down Converters, Fiber Optic sub-systems, modems, and multiplexers.
• Knowledge and experience in the operation of RF spectrum analyzers.
• Ability to determine proper methods to troubleshoot issues.
• Ability to learn new technologies and services including internet network protocols and concepts.
• Flexible schedule. Primarily Monday to Friday, but must be able to work off-hours, weekends, and holidays as necessary to provide guidance, maintain situational awareness, and respond to emergency situations.
• Possess strong troubleshooting skills and be familiar with trouble logging and reporting.
• Strong Logical and analytical skills.
• Excellent verbal, written and interpersonal communication skills.
• Must be able to obtain and maintain a secret security level clearance.

Your success in this role will look like :

Customer Focus - Focus on strong Customer relationships and build a customer confidence. Set achievable customer expectations and strive to exceed them.

Understand and anticipate customer needs and requirements. Focus on increasing satisfaction for internal and external customers.

• Teamwork and Collaboration - Promote teamwork, build strong relationships and foster department success. Provide inter and intra departmental cooperation and support.
• Communication - Communicate well both verbally and written. Share information and is flexible and open-minded. Maintain confidentiality.
• Results Oriented - Take ownership of job responsibilities. Committed to excellence. Overcome obstacles. Dependable, reliable, and meets commitments.

It would be nice if you had :

• A Bachelors’ Degree in Computer Science, Electrical Engineering, Electronics Engineering Technology or a related field, or an equivalent blend of work experience and vocational training.
• Experience with basic IP Networking and video technologies / systems.
• The ability to demonstrate a general working knowledge of standard communications analyzers and test equipment.
• Knowledge and experience in the operation and troubleshooting of iDirect Evolution and Velocity platforms.
• The capability of remotely working on various ground station communications systems either via computer or over the phone.

How we support you :

• 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. 20-25% of our positions are hired internally!
• 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. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more!

These benefits are designed to support your overall well-being and help you succeed in your role.

Our D&I Commitment

We’re committed to fostering a culture and environment of diversity, inclusion and respect a place where everyone can show up fully as themselves and do their best work every day.

We're a technology leader committed to advancing diverse, inclusive teams where belonging is rooted in our culture. Intelsat has an established Diversity & Inclusion Council and Employee Resource Groups.

Intelsat is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, national origin, ethnicity, age, disability, pregnancy, veteran status, sexual orientation, gender identity or any other characteristic protected by applicable law.

While it is important to note that meeting the minimum qualifications is a fundamental requirement for consideration, if you are enthusiastic about this role and are unsure how well your experience aligns with these requirements, we encourage you to apply.

Our recruitment team will assess your application and determine if your skills and qualifications meet the essential criteria for this role or whether there might be another role within our organization that is a better match.

Other Job Info :

These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.

This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.

These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.

This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.

• Job requires ability to sit for long periods of time.
30+ days ago