Manager, Network Operations

Req ID:  28871
Travel:  Less than 10%
Location: 

Atlanta, GA, US, 30294

Education:  Four-year college degree
Experience:  At least 5 years of experience required
Equivalency:  Combination of education & experience considered

 

Equal Opportunity/Affirmative Action Employer including Vets and Disabled

 

 

Your role in helping us shape the future:

 

As a leader, you are responsible for the operational success of Intelsats product offering through subordinate Shift Supervisor’s in a 24/7 customer service environment.  This role oversees escalation between several levels ranging from initial customer intake to most the complex problem resolution. This position leads in a fast-paced environment, with constantly changing technology and product offerings. The focus is on delivering a superior customer experience, characterized by minimum downtime and establishing authentic customer partnerships

Are you up to the challenge?

 

  • Promote Intelsat culture of employee empowerment, continuous learning, customer advocacy and operational efficiencies
  • Create, manage and facilitate professional development of direct reports and their individual contributors. Develop and coordinate training to align employee with operational needs.
  • Link department goals with company vision and objectives.
  • Manage all technical and operations aspects of the Network Operations Center
  • Lead by example, promote teamwork, challenge status quo, create and manage a highly motivated first level supervisor team, promoting a high level of teamwork, providing a quality work environment and mentoring and coaching staff.
  • Manage and develop processes to document customer issues and develop trends and impact analyses.
  • Drive continuous customer experience improvement through process review and development.
  • Provide expertise and insight to ensure the Network Operations Center's applications and tools are capable of supporting new technologies.
  • Foster cross-functional teamwork collaboration with Customer Support Engineers, Capacity Managers, network engineering, network operations and product development staff.

Can you drive these processes?

 

  • Meet and exceed service level performance metrics (i.e. availability reliability and service uptime).
  • Must be available to work rotating shifts.
  • Support network engineering and technical, sales teams in the introduction of new features and upgrade of existing video/data services with reduced operational costs while minimizing impact to customers.

You should definitely have:

 

  • Bachelor's Degree or equivalent with at least five years of relevant experience in a Network Operations Center (NOC) environment delivering Business-to-Customer (B2C) telecommunication services.
  • Must have excellent management and leadership skills, including prior people management experience in a operational environment.
  • Must have experience with the use of trouble reporting and logging systems.
  • Must have good communication and presentation skills, including prior experience in presenting  technical data and metrics to non-technical audiences.
  • Proficiency in troubleshooting and analyzing IP networking, video/data communications and RF systems operations.
  • Excellent customer service skills required.

It would be nice if you had:

 

  • Comprehensive knowledge of satellite mobile networks

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

  • We emphasize personal and professional growth
  • Awesome benefits including PTO, medical, tuition reimbursement, and training
  • Fun, diverse, and inclusive culture

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.

 

  • This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
  • 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.
  • Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.


Nearest Major Market: Atlanta