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Service Manager for IT Infrastructure and Support

2021-01-26 12:12:22| Space-careers.com Jobs RSS

Aurora is an established supplier of skilled manpower to ESA. Aurora has the opportunity to expand our support to ESA in the domain of Science Operations. Happiness of our employees has proven key to obtaining excellent results and a client who also regards us highly for excellent service. Overview Aurora with its Consortium is the largest Service provider of engineering and scientific support at ESAESAC. Employees are our key resource! We know that progress is only achieved by a happy motivated team, thats why Aurora employs top quality staff by offering challenging work, responsibility, a pleasant environment and excellent remuneration. The client is now changing to a real Service and therefore we are looking for an experienced Service Manager for the Infrastructure and Operations team of circa 20 staff mostly in Spain and 4 in the Netherlands. The post holder will report directly to the Managing Director. The post holder will lead IT assigned activities, ensure program deliverables are met and the program is operationally sound while achieving KPI performance. Utilise industry project management methodologies and tools throughout program lifecycle. This position works directly onsite at the customer autonomously with managemnent support. Incumbents of this position will regularly exercise discretion and substantial decisionmaking authority while leading team members and driving overall team performance. Brief overview of the Infrastructure and Operations Team As part of the ESAs Data Science and Archives division, the Science and Operations IT Unit SITU is responsible for the planning, design, implementation, management, Operations, maintenance and evolution of all scientific and operations IT Infrastructure, IT projects and IT applications within the Science Operations Department, which is part of the Directorate of Science SITU is also responsible for proposing commonality and cost efficiency of scientific and operations IT solutions, IT architectures and IT services and applications across the department and to provide it while ensuring the needed level of protection to all those IT components After the merger of the former ESTEC SSO IT team and its activities with SITU, SITU is now geographically distributed across European Space Research and Technical Centre ESTEC and European Space Astronomy Centre ESAC, having presence in both sites. The IT infrastructure managed by SITU is also present in both sites.SITU is organized into two main subunits Infrastructure and Operations IO Projects and Applications PA Specifically office laptops, and general user IT such as 365 and email are provided by ESA Corporate IT and outside of the scope. For the sake of simplicity, only the key areas are shown in the following paragraphs. A detailed document is available upon application. The IO subunit provides IT services, solutions and consultancy in scientific and operations IT infrastructure and cybersecurity across the department. IO also designs, operates, maintains and evolves this scientific and operations IT infrastructure. Infrastructure main areas see RD1103 for a more detailed description are Science data storage, preservation and distribution Science data processing Datacentre common Science and Operations Department SCIS IT infrastructure Science research environments Cosmos portal and services IT infrastructure IT Security IO involves the current systems IT Storage systems NetApp, others and protocols NFS, iSCSI, distributed, others IT backup systems and software Veritas, NetApp snapshots, tape libraries, others IT virtualization systems VMware, RedHat, KVM, Oracle, others IT Hyperconvergence Infrastructure IT monitoring systems Zabbix, others IT machine data and logging systems Splunk, others T private and public cloud Infrastructure as a Service providers and systems RedHat CloudForms, OpenStack, VMware, AWS, others IT servers deployment and automation RedHat Satellite, Ansible, Terraform, others Databases Oracle, Postgresql, Greenplum, Intersystems Cache, others Big Data Cloudera, Hadoop, Spark, others atacentre operations openDCIM, rack monitoring VLANs systems and infrastructures 10G40G100G technologies Load balancers and web proxies F5, Fortigate, others HPC, HTC, parallel computing Grid, MPI, others Containers Kubernetes, Docker CICD Jenkins, Drone, Gitlab, BitBucket, Artifactory, Docker registry, Nexus registry Atlassian Products Jira, Confluence, Bitbucket usage Operating systems LinuxUNIX, Windows, MacOS Service Manager Duties Ensures that programs meet quality, schedule, milestone, and budget commitments and leadership for staff. Coordinate and lead customer facing meetings related to the program. Collaborates within the Program, Engineering, Quality and IT teams to develop and implement program management and ITIL methodologies, processes, tools and mentoring. Ensures that the goals and objectives of the program are understood and agreed with the ESA Technical Responsible and drive overall performance of IT team. Manages program expectations, scope, risk and changes. Provides leadership surrounding issue identification and resolution. Acts as point of contact for escalation of program issues and resolves program conflict. Works directly with System Engineers, IT Security expertQA team to manage the technical aspects of a development project Continually assesses program resource requirements and reassigns based on revised project schedules. With assistance ensures monthly reporting, tracking team and program metrics. Resource management of team including prioritizing tasks and deadlines appropriately. Builds a positive, collaborative working environment that instills respect, trust, quality and success as its core goals. Comply with ESAs values, code of conduct, quality, security and occupational health, safety and environmental policies and procedures. Verification of new engineers and technicians recommended by the recruitment team several new positions Specific qualification requirements Experience managing IT programs and leading teams of IT staff without direct authority. Reasonable technical understanding of IT infrastructure, hardware, networks, application and security. We have technical experts in the team which can be relied upon. Proven effectiveness managing project resources and prioritizing task conflicts. Team building skills. Meeting facilitation skills and leadership experience. Proficient in the English Language Spoken and Written. Legal and Security Requirements All applicants must be legally allowed to work in Spain without the need to obtain a work visa. Only European Union EU, European Economic Area EEA and SWISS citizens can be employed by Aurora in Spain. Applicants are required to provide a copy of their passport and degree certificate. Aurora will validate the Degree with the issuing University and provide evidence to ESA. In line with ESAs security requirements, prior to issuing a letter of employment the applicant shall provide to Aurora a recent official document declaring that they are of good conduct from the country where currently resident, and Aurora will validate your employment history. Location It is expected that the work will be performed at the ESAC, the European Space Astronomy Centre at Villafranca del Castillo, near Madrid Spain. Currently the team is successfully teleworking from home due to covid19 with occasional visits. Contract The selected candidate will receive good remuneration in line with management responsibility. You will be registered for both social security and tax in Spain. The standard working hours are 40 per week. There are 12 public holidays and an additional 30 annual days holiday. In addition to public health services Aurora provides private medical insurance in Spain. Training to improve efficiency and provide strength for future career are of course included. Aurora can assist financially and provide recent experience information for relocation. To be considered for this Position Prior to 26 February 2021, if you think you are an excellent engineer or scientist and you have the right profile to cover one or more of the above activities, you can directly get in contact with Alex Jeanes at email alexjeanesaurora.nl or you can formally apply via our Job Application form quoting IT ManagerAO210004520ESJD as reference. Thats one small click to apply, one giant leap for your career development.

Tags: service support manager infrastructure

Service Delivery Manager

2021-01-26 12:12:22| Space-careers.com Jobs RSS

Position Reference 691 To support our growth in Czech Republic, particularly with the future European Union Agency for the Space Programme EUSPA, RHEA Group is currently looking for a Service Delivery Manager to work in our office in the city of Prague, Czech Republic. RHEA Group is growing rapidly and this position is key to ensuring that the company maintains good relations with its key client and continues to deliver as it commits to. The Service Delivery Manager will be part of the extended European Professional Engineering Services Management team and will participate in the growth strategy of the overall business. Tasks and Activities The scope of work will include Be responsible for the daily operation and the quality of the service provided to the EUSPA. Liaising between the client, the employees, prime or sub companies as well as RHEA HQ and the RHEA Business Unit. Building strong relationships of trust with the client, understanding the technical and organisational challenges they face and supporting them in their needs. Building strong relationships of trust with the employees, ensuring the technical delivery to the client is successful and the internal organisation is efficient and smooth. Supporting the RHEA Business Unit in the preparation of new contracts, implementing existing Framework Contracts. Be responsible for ensuring the contractual deliverables are achieved on time. Compiling and quality assuring the monthly and quarterly reporting of the service contracts. Managing the resourcing of GSA contracts, with the support of the Recruitment Team. Understanding the needs of the clients. Following the recruitment cycle. Deploying the new resources. Be responsible for the time management of the employees timesheets, absences. Supporting the organisation of missions for the onsite team and validating the corresponding expense claims, according to the internal processes and rules. Participation in the performance management process completing the annual performance reviews of the team in GSA Prague. Supporting the Local Operations Support Officer in some of her daily tasks. Supporting the Business Development team by bringing business intelligence, when need be. Skills and Experience The following skills and experience are mandatory A University Education preferably in a engineering or technical discipline. Minimum 10 years of experience working in service delivery management or operations, preferably within an engineering capacity. Good knowledge of the MS office tool, especially MS Word and MS Excel. Strong technical background with ability to explore technical gaps with a client, preferably within the space domain. Previous experience in an international environment. Passion for Space and knowledge of the sector, particularly in navigation, telecommunication or Earth Observation Satellites. Enjoying team working, especially in a multicultural environment. Capability to build trust and show inspiring leadership based on strong indirect management skills. Good organisational and planning skills, with a strong ability to work under strict deadlines. Excellent written and spoken English. How to Apply Looking to take your career to the next level? Interested applicants should submit their CV and Cover Letter to RHEAs Recruitment team at careersrheagroup.com no later than 2802201. Preference will be given to candidates eligible for an EU or national personal security clearance at the level of CONFIDENTIAL or above.

Tags: service manager delivery service delivery

Manager, Service Delivery

2020-12-22 18:12:42| Space-careers.com Jobs RSS

ROLE DESCRIPTION SUMMARY The position is responsible for the successful implementation and project management tasks during the operational phase of larger projects andor programs. The incumbent will act as operational expert and contact point for all aspects on the delivery of the assigned projects and services as well as other various activities related to the capacity management and service delivery, while managing project teams of LuxGovSat internal people andor external contractors. Based at the NATO main operating base in Sigonella, Sicily, the position will mainly support the NATO AGS service delivery task for LuxGovSat. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Provide guidance on current and future requirements and strategic direction for the provision of managed services and systems to implement and enhance LGS customer service Formulate long term strategic guidelines for implementing, evolving and improving LGS capability for managed services Support the supplier selection process, manage the configuration, upgrade and critical operational data necessary to maintain high availability of the managed services Participate in vendor meetings and negotiations, related to system and service development, upgrade, operations and maintenance Liaise with Engineering departments for the specification, design, development, testing and acceptance of new hardware and software systems Manage the servicelevel activities from the platform and other operational support systems Ensure the availability and preparedness of the LGS systems and all associated systems, data and documentation, to support the 247 operations when required Be accountable for the direct delivery of the LGS service capability to speed the resolution of impairmentsfaults which may be impacting customer services Undertake timely and unsupervised judgments involving highly complex facts, situations which require analysis and interpretation, and comparison of a wide range of options, to find solutions to rapidly resolve cases of Service delivery impairments Support the development of training material and operating procedures Create reports and statistics as required on system events, activities, performance, usage of the systems, and customerspecific problems manage the storage and retrieval of specialized data to support analysis of all events Ensure security and proper use of confidential data, either internally provided or from external agencies and companies, which is required for the support for LGS Provide oncall support in order to assist with resolution of urgent Service delivery events impacting customer services Present complex information at international conferences, as a trusted representative of LGS Prepare projects reporting documentation and presentations with the support of Project Managers Support Service Delivery management ServicesCapacity Planning ServicesCapacity Engagement ServicesCapacity Access Coordination ServicesCapacity Monitoring and Control COMPETENCIES Strong aptitude for a Service Manager endtoend systems approach for the implementation as well as problem solving, and good analytical skills Excellent written and oral communication skills to technical and nontechnical audiences Proactive approach towards existing and potential customers Excellent organizational skills with the ability to multitask and take initiative Ability to work both in a team and independently as required Flexibility and stress resistance Ability to work under pressure and meet tight deadlines Selfmotivation, attention to detail and accuracy Fluency in English and any other languages will be considered as an asset QUALIFICATIONS EXPERIENCE Bachelors or Masters Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent Minimum of five years experience in the Satellite Telecommunications or Data Communications Industry, ideally in connection with governments or public institutions Very good knowledge of the satellite technologies and satellitebased communication Experience in service delivery, project andor programme management Experience in operating a large spectrum of products and services hardware, systems integration, support services, etc. Existing experience or relationships into the defence market on national or panregional levels Awareness of the governmental and institutional environment dynamics OTHER KEY REQUIREMENTS COMMENTS Accurate reporting Ensure LuxGovSat is delivering the best service delivery performance Understanding of the unique demands of working within the Governmental institutional area NATOEU Secret clearance are mandatory Willingness to travel internationally Apply HERE

Tags: service manager delivery service delivery

Operation Manager, Service Management Center

2020-12-04 13:12:30| Space-careers.com Jobs RSS

ROLE DESCRIPTION SUMMARY You as the Operation Manager will lead the 247 operations. It is your responsibility to ensure that the companys video services are operated at the highest standards. You are responsible to implement the right tools, procedures and working methodology to maximize the teams responsivity and ability to deal with any situation. You are responsible for service assurance and monitoring, assess and solve outages, log and create outage reports, first line point of contact for our customers and escalation management. These tasks are executed according to standard operating procedures SOPs. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Lead the local team of Playout Operators and Supervisors in Munich Manage ongoing shift patterns and staffing, including recruitment when applicable Manage both team and individual team member performance and progress Ensure local trainings and knowledge transfer to the team as well as to individuals Manage and constantly improving the ongoing activities in Video Operations Manage and improve the Operations Tier1 Technical support capabilities Lead and document outage investigation processes in order to avoid future failures Build interfaces with technical department, commercial department and customer care Responsible for internal and external customer facing reporting SLA, RFO, etc.. Responsible for introducing, maintaining and enforcing SOPs Responsible for maintaining and smooth operation of all OSS tools NMSs, ticketing system etc.. used by the SMC and reporting about issues to the relevant department Report to the companys management on outages and their status First line support for Tier 1 customers Manage Capex and Opex assigned to this department Coordinate with other SES facilities and managers to align on SOPs, systems and improvements COMPETENCIES Strong people management skills Excellent teamwork and crossfunctional cooperation Proven record leading customer service activities, including leading crisiss and managing problematic andor demanding customers Constant motivation to drive improvements Ability to work and make decisions under pressure in a stressful environment Independent, structured, solutionoriented and reliable approach Available after normal working hours Willingness to work shift if required QUALIFICATIONS EXPERIENCE An engineering degree or equivalent academicprofessional qualifications Minimum five years experience in a Service Management Center Familiarity with the technical aspects of the provisioning chain of services Familiarity with the principals and components of RF, Satellites, Video, sound, electronics Proven ability to envision, initiate, create, document and implement companys procedures, processes and workflows Proven ability to build and execute reporting processes both internally and externally Fluency in English, both oral and written. Fluency in German highly desired SES is an Equal Opportunity and Affirmative Action Employer Apply HERE

Tags: service center management manager