Senior Manager, Network Operations

Req ID:  33991
Travel:  Less than 10%

Atlanta, GA, US, 30294

Education:  Four-year college degree
Experience:  At least 7 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 an enterprise leader in operations, you are responsible for the operational success of Intelsat’s product offering in a global 24/7 customer service environment and ensuring the highest performance of the company's underlying network and satellite assets and deliver the utmost support and assurance to Intelsat customers. As aligned with Intelsat’s network operation vision and direction, establish and implement processes, procedures, lessons learned and training to drive improvement in the support model. Partner with Network Operation senior management in the development of the strategic plan to meet company objectives.  Lead operational initiatives to meet the strategic plan objectives. This leader supports a fast pace environment of customer needs, changing technology and product offering while developing and sustaining a leading network operations team. Additional focus of this role 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 in a global setting leading the Level 1 Network Operations Center and Level 2 NOC Engineering team supporting both Business-to-Business (B2B) and Business-to-Customer (B2C) services and products. Managing a team of support engineers ensuring network reliability, network availability, and compliance with customer service agreements.
  • Provide strategic operational service support and escalation for the NOC, globally, including the satellite fleet, teleports and terrestrial networks carrying commercial traffic, corporate enterprise and satellite flight operations.
  • Drive the direction and development of team tasks including metrics collection, repair and maintenance operations, ensuring that operation policies, standards and procedures are properly implemented, maintained, and enhanced for aspects of the operational response of Intelsat’s NOC, globally.
  • Create, manage, and facilitate professional development of direct reports and their individual contributors. Develop and coordinate training to align employees with operational needs in a global, changing environment and link department goals with company vision and objectives.
  • Provide expertise and oversight to ensure the Network Operations Center's applications/tools, workflows/procedures and staff can support new and highly-scalable technologies
  • Foster cross-functional teamwork collaboration with Customer Support Engineers, Capacity Managers, Network Engineering, Network Operations and Product Development staff.
  • Drive continuous customer experience improvement through process review and development from service delivery to service management
  • 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, globally.


Can you drive these processes?

  • Meet and exceed service level performance metrics and agreements (i.e. SLA, availability reliability and service uptime) in 24/7 and global operations environment
  • Lead transformation in the group to an integrated, proactive and scalable driven organization.
  • Create, manage, and facilitate professional development of direct reports and their individual contributors. Develop and coordinate training to align employee with operational needs in a changing environment.
  • Link department goals with company vision and objectives. Lead constant improvement in the support model and influence culture evolution towards a world class support center.


You should definitely have:


  • Bachelor's Degree or equivalent with at least seven years of relevant experience in a Network Operations Center (NOC) environment delivering B2B and B2C telecommunication services.
  • 5+ years of leadership experience working in a Telecommunication or similar industry, required (or an equivalent amount of education and work experience).
  • Must have excellent management and leadership skills, including prior people management experience in an operational environment supporting global telecommunication and IT related services and products.
  • Must have experience with the use of trouble reporting, program management 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 telecommunication/satellite-based/IP and Video/Data systems
  • Experience with IP based routers and switches such as Juniper, Cisco and in-depth knowledge of IP protocols and applications (including switching routing, multicast, Video and Data)
  • Excellent customer service, multitasking and planning skills required.
  • Customer focus:  Focus on strong customer relationships, ensures commitments to customers are met quickly and accurately. Follow on deliverables and introduces mechanism to improve customer experience.
  • Accountability:  Targets and achieves results, adopts effective tools and processes to improve productivity.
  • Job Knowledge:  Demonstrates strong technical/operational knowledge for the position, adopts effective tools and processes to improve productivity.
  • Managing for Results:  Sets challenging goals, maintains accountability, provides leadership, motivation, resources, and support,
  • Leading Others: Proven leader, empowers others, leads others through change, builds trust, rewards hard work and risk taking, recognizes and provides guidance and coaching developing talent within staff.
  • Decision making/Judgment:  Sorts through complex issues, seeks input from others, addresses root causes of issues. Acts in a timely mater and provides feedback/follow up.
  • Willingness to travel, as needed, to Intelsat locations and/or customer locations to maintain relationship with internal/external customers’ upper management.


It would be nice if you had:

  • Comprehensive knowledge of satellite mobile networks highly desirable.


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