Manager, Network Operations

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%