Manager, Network Operations Center

Manager, Network Operations Center
Equal Opportunity/Affirmative Action Employer including Vets and Disabled
Your role in shaping the future
As a leader in the Network Operations Center, you will be responsible for leading a team of NOC Technicians and Engineers in a 24/7/365 real-time monitoring & surveillance environment. The Network Operations Center (NOC) Manager is a vital position responsible for planning, organizing, and managing the staff and infrastructure that supports the Managed Data Services as well as Network Infrastructure for Intelsat. This individual will manage a large team of NOC staff that is responsible for providing a consistent, high-performing level of technical support for all managed services. The NOC Manager will need to exhibit strong leadership and technical traits that provide constant communication, allowing for a continuous feedback to and from the NOC Teams. Service Availability and operational excellence need to be top of mind while engaging with the team.
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 NOC Engineers ensuring network reliability, network and service availability, compliance with customer service agreements, and ensuring new services meet the acceptance standards
• 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 NOC engineers
• 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, 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 5 years Network Operations experience.
• 1 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.
• 2 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.
• 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%
• 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).

What it's like to work with us:
Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. 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 DTO, medical, tuition reimbursement, and training• Flexible work arrangement including hybrid work policy of 3-days in office per week• Fun, diverse, and inclusive culture