Engineer, Managed Service Operations
ROLE DESCRIPTION SUMMARY
The Engineer, Managed Service Operations is part of the engineering-level-1 & 2 (L1 & L2) shift team in India. The team is responsible for the operations and troubleshooting of multi-orbit terminal and platform satcom infrastructure. The incumbent will independently troubleshoot and resolve technical issues, guide & coach a team of junior engineers while working on a shift rotation yourself. This role involves working closely with the L3 Operations Engineering Manager, senior engineers, and external vendors to resolve complex technical issues and maintain uninterrupted service.
This position is ideal for someone with a strong technical background who is also skilled in guiding employees and problem-solving, thriving in a dynamic, hands-on environment.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
Coach, guide and coordinate a shift team of junior engineers, ensuring alignment with business goals.
Foster a collaborative and accountable environment, encouraging continuous improvement within the team
Provide real-time mentorship and support to junior engineers, helping them troubleshoot issues independently
Ensure that the team adheres to Standard Operating Procedures (SOPs) and maintains high operational standards
Work in shifts alongside your team to oversee the day-to-day operations of satcom terminal and platform systems
Serve as the first point of escalation within the shift team for Level 2 issues from SES NOCs, troubleshooting and resolving issues as they arise.
Collaborate with senior engineers, L3 Engineering, and vendors (e.g., Gilat, iDirect, Comtech, HNS, Intellian, Orbit, Iridium) to ensure efficient issue resolution.
Oversee service assurance processes and ensure the team meets service-level agreements (SLAs) during shifts.
Drive process optimization initiatives to enhance efficiency and service performance, in collaboration with the L2 Manager, Managed Service Operations.
Support the deployment of services on VSAT platforms during the Order-to-Fulfilment (O2F) and Order-to-Assurance (O2A) phases
COMPETENCIES
People skills: Ability to guide and inspire a shift team while working collaboratively in a hands-on role
Problem-solving: Strong troubleshooting and analytical skills, with a proactive approach to issue resolution as well as ability to coach shift team in problem resolution
Communication: Excellent communication and interpersonal skills, with the ability to manage both internal and external relationships effectively.
Adaptability: Comfortable working in shifts and in a fast-paced environment, responding to real-time operational challenges
Collaboration: Ability to work effectively with team members, senior engineers, and vendors, while independently handling operational tasks. Commitment to fostering an inclusive, supportive, and diverse team environment and ccomfortable working in a collaborative, cross-functional environment
Learning Agility: A commitment to learning new technologies and adapting to evolving operational challenges
QUALIFICATIONS & EXPERIENCE
Bachelor’s degree in Telecommunications Engineering, Electronics and Communication Engineering (ECE), Information and Communication Technology (ICT), or a related field
At least 5 years of working in a professional environment and relevant experience with VSAT platforms such as Gilat, iDirect, Comtech, or HNS and antenna technologies like fixed, COTM and COTP
Proven track record in managing people
Familiarity with service assurance processes and Standard Operating Procedures
Solid networking concepts (e.g., IP networking, routing, switching, firewalls) is advantageous
Strong understanding of satellite communications infrastructure and operational processes
Fluent in English
OTHER KEY REQUIREMENTS / COMMENTS
Willingness to travel as required for operational needs
Must be eligible to work in India
Willing to work shifts, including weekends and holidays
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SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
For more information on SES, click here.
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