Manager, Network Operations - Ellenwood, United States - Intelsat

Description

Primary Responsibilities and Accountabilities

• Promote Intelsat's culture of employee empowerment, continuous learning, customer advocacy and operational efficiencies in a global setting leading the NOC teams that support both Business-to-Business (B2B) and Business-to-Customer (B2C) services and products
• Manage a team of support technicians ensuring network reliability, network and service availability, and compliance with customer service agreements
• Create, manage, and facilitate professional development of direct reports and individual contributors
• Develop, maintain, support, and optimize key functional areas to remove barriers that hinder the team's overall performance
• Ensure the team is adhering to Incident Management, Problem Management, Monitoring Response, and Reporting/Metrics best practices
• Ensure the oversight, organization, and motivation of all the team members of the NOC
• Provide tactical operational service support and escalation for the NOC and its customers, including the satellite fleet, teleports and terrestrial networks carrying commercial traffic, corporate enterprise, and satellite flight operations
• Lead by example, challenge functional status quo, manage and develop processes to document customer issues and leverage trends and impact analyses in the overall service enhancement.
• Manage all technical and operations aspects for the global response of the Network Operation Centers
• 24/7 responsibility for service and network availability
• Build, develop, and lead remote and onsite team of technical NOC resources
• Ensure processes and resources are aligned towards achieving committed SLAs and KPIs
• Provide proactive communication on network health, impacts, executive escalations, and other critical analysis to Management and key stakeholders
• Lead recovery team for network outages and ensure team timelines are created for postmortem activity and participation
• Lead, supervise, and manage a team of highly skilled individuals who look after the day-to-day operations of all network services within Intelsat
• Provide high level technical support for all advanced network services including core, metro, and international networks, business services infrastructure, and other technical hardware or software, as required
• Utilize reports to gain performance of the network and performance of staff
• Provide executive level reporting to inform decision making
• Act as the liaison between the technical team and internal customers such as Engineering, Teleport Operations, Asset Management, etc.
• Investigate methods and procedures to better monitor our network and respond to issues
• Provide informal training to NOC staff as well as other technical departments
• Develop and enhance staff technical and leadership skills
• Other duties, as assigned

Additional Responsibilities

• Assist with budget forecasting, financial forecasts relating to Network Operations
• Assist with identification of process gaps and automation opportunities.
• Align resource support to operational readiness on new and emerging technologies.
• Drive and manage complex production support issues
• Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation
• Participate with project management personnel to ensure designs interface correctly with existing configuration and that adequate system equipment exists for future needs

You should have:

• BS in Computer Science, Information Assurance (or) Higher with
• A minimum of seven (7) years Network Operations Management experience.
• 3 or more years working knowledge of satellite, and RF related theory and equipment
• Knowledge of network management platforms including but not limited to: Netcool, Remedy and/or ServiceNow, etc.
• 3 or more years of hands-on experience in network support that uses products from vendors such as Juniper, Cisco, Arbor, Newtec, Comtech, XipLink, ECI and other vendors/products that support a high-availability service content distribution network.
• Knowledge of POP/Teleport Operations (Fiber Distribution Panels, Power, etc.)
• General understanding of satellite communication ground station equipment including modems, converters, HPA, LNA, IFL and antenna systems
• Industry knowledge of service provisioning/design fundamentals.
• Experience working with off-net carriers (Lumen, GTT, Telstra) in resolving circuit related incidents & fiber cuts.
• Incident command during network events.
• General knowledge of networking technologies (IP, DWDM, Carrier Ethernet, etc...)
• Experience ITIL Management Suites such as Service-Now or Remedy
• Excellent written and oral communication skills
• Strong interpersonal skills and proven leadership skills including ability to communicate appropriate detail to all levels of management
• Demonstrated ability to manage remote teams in multiple time-zones.
• Strong analytical skills, proven functional and technical analysis skills, professional client interaction.
• Strong follow-through and initiative to stay with issues until they are resolved, along with discipline and tenacity to meet deadlines.
• Must be comfortable working in a fast-paced environment with aggressive deadlines.
• Flexibility and ability to handle multiple tasks and priorities.
• Ability to work extended hours as required, including overnight and weekend hours as needed
• Ability to support on-call, as needed
• Ability to travel up to 10%

Other Job Information:

• This role is subject to ITAR/EAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).

About Us As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.
At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.
Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information ("PII") with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at Intelsat, we may collect and share your PII for these purposes.
Intelsat is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled