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Principal Technician, Network Operations

Req ID:  33662
Travel:  Less than 10%
Location: 

Chennai, TN, IN, 600089

Education:  High school or vocational school completed
Experience:  At least 7 years of experience required
Equivalency:  Combination of education & experience considered

 

 

 

Your role in helping us shape the future

 

Join an innovative and dynamic team as a Principal NOC Technician providing support to a broad range of network technologies from Radio Frequency (RF) to full-time managed services. In this position you will perform advanced to expert level network operations functions related to troubleshooting and the resolution of customer service issues. This position is responsible for replying to incoming calls, emails, monitoring, and core network infrastructure.  In addition, this role contributes to 24/7 rotating shift coverage, as needed.  This role provides real-time monitoring & surveillance, single and multi-customer advanced support (for current and future integrated network or IT applications solutions) as an end to end subject matter expert for a suite of Intelsat Communications and OEM products.

 

Are you up for the challenge?

  • Provide operation support from advanced to expert knowledge in one of our primary service areas:  Media/Video, Data, RF, or Access.
  • Provide operational support and timely response of phone calls and emails through the triage process using Intelsat systems and applications applicable to the technology.
  • Interface and coordinate using internal company resources and with other company and partner facilities to resolve service disruptions or previous service degradations.
  • Utilize tools to interpret and troubleshoot advanced to expert level issues pertaining to the technology supported
  • Proactive and reactive monitoring of services and network elements to detect issues prior to customer notification
  • Perform triage and troubleshooting of services and network while consistently following established processes and procedures and meeting performance SLA’s and KPI’s.
  • Provide advanced support to junior or less experienced NOC technicians with respect to refresher training; training on new features or technologies; lessons learned expert trouble-shooting advice as needed.
  • Create and review trouble tickets to ensure accurate documentation is maintained and all follow up actions are completed.
  • Perform the role of Technical Lead for Major Incidents (including HAZCON, Customer outages, and Network Incidents) to ensure effective coordination of resources and incident restore/repair
  • Assist with change management by validating and performing pre/post change service level monitoring ensuring the health of the network, the service and the customers.  Ability to perform moderate to high risk change management activities.
  • Assess incident tickets for closure to determine if the issue has been resolved or determine if additional problem management investigation needs to be conducted.  Identifies next steps to problem resolution or closes event
  • Collision verification and communication as it pertains to Change and Incident Management Processes

 

Can you drive these processes?

  • Monitor network traffic and performance while maintaining high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service and the network
  • Work in a dynamic, team environment; capable and willing to perform all functions of the NOC (from call handling to repair)
  • Expertise in all relevant tools/analyzer programs (e.g. iPerf/jPerf, Wireshark, etc.)

 

You should definitely have:

  • Bachelor's degree in Business or Information Technology or Electrical Engineering plus 8 to 12 years of relevant work experience in Network Operations, Engineering or System Management (or); high school diploma with at least 8 years of relevant work experience in large scale, complex, mission critical Engineering or Systems Management or experience in Network Operations Center
  • Intermediate to Advanced work and troubleshooting experience including specialization in supporting one or more of the following: RF (including Teleport Infrastructure), IP services, firewalls, video services delivery, and/or experience with performing Optical, DWDM, SONET, Layer 2/3 Ethernet circuit test (RFC-2544, Y.1564), ARBOR - Threat Management Security
  • Ability to work independently and be self-managed and self-organized
  • Strong written and verbal communication skills
  • Advanced to expert leadership, presentation, and collaboration skills
  • Intermediate to advanced skills in process creation, review, and improvements
  • Intermediate to advanced skills in Word, Excel, PowerPoint, Visio, and Articulate
  • Advanced critical thinking, decision-making, negotiation, and problem-solving skills
  • Strong customer focus
  • JNCIP-SP, JNCIP-SEC or CCNP or ITIL Certifications up to basic level (or achieve Basic Level in 12 months)
  • Ability to work shifts 24/7/365 (including Holidays and Weekends)

 

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

 

  • 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.