Back to jobsMonitor all satellite, ground and terrestrial network elements to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLA)
Ensure all events are properly documented, escalated and reported. Initiate timely technical and management escalation as required
Gather, organize, and analyze large amounts of data with speed and accuracy to effectively resolve issues and ensure high level of customer satisfaction
Liaison point into technology IP infrastructure, platform and IT for escalations/improvements (depending on the different domains of the end 2 end service)
Fault resolution on ‘customer network equipment’ and fault identification end to end up to the customer’s PoP (handover point)
Provide exceptional customer support and serve as the main point of contact for all network related issues providing clear updates to L1 team members.
Responsible for all escalations to L3 technical resources within SES as required.
Planning of platform and terminal resources and scheduling for activation
Performance tracking and reporting of platforms and terminals
Customer ‘on site’ platform and terminal equipment management including troubleshooting and performance reporting
Ensure readiness of platforms for service activations/changes/deactivations
Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between customers, vendors, internal and external fix agents necessary to resolve highly technical issues
