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Controller, Customer Service Delivery
2020-04-14 17:15:44| 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. Controller, Customer Service Delivery Luxembourg Betzdorf The Controller, Customer Service Delivery CSD, will join a shift team responsible for the support, management and monitoring of SES platforms and services 24x7. The Controller will be expected to diagnose and resolve service anomalies in the Satellite RF, IP and Broadcast domains as part of a predefined incident management process. In this role, you will perform routine operational tasks such as trouble ticket management, service reporting and carrier lineup activities. The position also carries the expectation that you will fully engage with SES next generation services HTS Mobility on a technological and service delivery level. Primary Responsibilities Key Result Areas Maintain services to the highest possible standards, considering primarily service availability and quality of transmission, though the use of automatic and manual monitoring and analysis systems. Provide 247 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 Provide technical support to customer Support other SES operational systems involved in the service delivery chain such as contribution, distribution and management networks Work with Network Management Systems NMS from multiple vendors in the IP and Broadcast domains. 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 Perform other duties as required by management 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 BGPDNSIPV6 etc. andor Broadcast systems and technologies DVBMultiplexingContributionDistribution Working knowledge of systems and server infrastructure LinuxWindows 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 Strong customer focus Selfmotivation, attention to detail and accuracy Ability to work in a team environment, and independently as required Qualification Experience An electronicstelecommunicationsICT BSMS degree, or equivalent qualifications and experience 23 years working experience in technical customer support and servicesystems management Theoretical and practical knowledge of satellite communications, networking andor IT system Other Key Requirements Comments Quick learner and team player Accurate reporting Enthusiastic team working Innovation to develop working environment Good level of English, any other languages considered an asset 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
customer
delivery
controller
Category:Transportation and Logistics