Job description

ROLE DESCRIPTION SUMMARY The Controller, Customer Service Delivery (CSD), will join a shift team responsible for the support, management and monitoring of SES platforms and services 24x7. You will diagnose and resolve service anomalies in the Satellite (RF), IP and Broadcast domains as part of a predefined incident management process. You will perform routine operational tasks such as trouble ticket management, service reporting and carrier line-up activities. In this role, you will also have the chance to engage with SES next generation services (HTS & Mobility) on a technological and service delivery level. In addition, you will support other SES operational systems involved in the service delivery chain such as contribution, distribution and management networks, all of which have global scope. You also get to work with Network Management Systems (NMS) from multiple vendors in the IP and Broadcast domains.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS Maintain services to the highest possible standards, considering primarily service availability and quality of transmission, though the use of automatic and manual monitoring and analysis systems. Provide 24/7 service support to SES global customers Operate SES managed platforms and associated networks Be accountable for the delivery of industry leading customer service Perform timely and effective troubleshooting and service recovery actions Perform line up tests of uplinks as required Provide technical support to customer Create operational reports and statistics as required Ensure the availability and preparedness of SES monitoring systems for Data and Broadcast services…

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