Supervisor, Network Operations
Tysons Corner, VA

Job Description

Your role in helping us shape the future:

The ISOC Supervisor supervises technicians that provide customer support for IGC customers, coordinating and ensuring efficiency of staffing and facilitating professional growth and development plans for assigned controllers. Serve as the lead authority, decision maker and escalation point for all ISOC and MSSC customer related issues during assigned shift, ensuring processes and procedures are followed during shift operations. Conduct and ensure ISOC controllers provide problem resolution, configuration and change management functions, network security, performance and fault management and monitoring, reporting, quality assurance, scheduling, and documentation by utilizing sophisticated network management, monitoring and analysis tools. Work closely with the ISOC Manager and the Program Management Office to support the delivery of end-to-end service and ensure customer Service Level Agreements are met. This position requires a government issued security clearance. The applicant must be able to obtain and maintain such clearance at the Secret level.

Are you up to the challenge?

* Supervise technicians providing 24x7x365 support, maintaining appropriate staffing levels at all times, managing conflicts as they arise and creating/fostering a positive, productive work environment.
* Oversee shift change and validate all information provided to oncoming shift technicians.
* Coordinate Technicians duties verifying swift and accurate response to all alerts, problem resolution or escalating issues as appropriate.
* Perform ticket management audits, validating severity ratings, ticket log data and resolution methods.
* Ensure timeliness of trouble resolutions by processing trouble-tickets correctly, fully documenting all troubleshooting steps and outstanding actions.
* Ensure adequate training for new hires and evaluate progression of training.
* Define individual goals and ensure individuals are working to reach goals.
* Ensure ISOC staff follows established Standard Operating Process and Procedures.
* Continuously strive for process improvement and ensure superior customer support is always provided.
* Monitor ISOC staff proficiencies, providing remedial training and taking disciplinary action as necessary.
* Serve as the 1st level escalation point for customer related issues, responding to / following up on all escalated issues in accordance with escalation process and procedures.
* Ensure ISOC staff is proactively monitoring Managed Networks via the Fault Management Systems and is swiftly and accurately responding to all alerts.
* Support IGC strategic initiatives to include: UHF development, System and Tool development and proposal support.
* Take direction from the ISOC manager and also provide feedback to manager for process improvement.
* Act on behalf of the ISOC manager in his/her absence.

Can you drive these processes?

* Provide technical and troubleshooting support for SHF and UHF Satellite services, On-Demand Network services, customized End-to-End services, and Managed Network services.
* Provide Service Implementation Support for End-to-End services and Managed Network Services.
* Coordinate and direct end user or technician accessing the satellite to ensure proper alignment of the satellite antenna.
* Conduct necessary testing of antenna or systems, such as compression testing and update databases to reflect values.
* Provide Performance Monitoring. Utilize carrier management systems tools to provide network and usage analysis.
* Proactively monitor services: Monitor network devices, video monitoring, teleport equipment monitoring, and monitor satellite carriers.
* Provide Fault Management Support. Troubleshoot outages and faults on all aspects of the circuit: Satellite, VSAT, Teleport, Telco. Provide detailed ticket of all troubleshooting and implementation activities, change request. Provide RFI identification and resolution.
* Provide level 1 hands-on support for customer Co-located equipment.
* Interface with vendors and 3rd party teleports.
* Track RMA support for faulty equipment.
* Arrange for technical dispatches to customer locations.
* Manage and coordinates troubleshooting and scheduled maintenances with the teleports, 3rd party satellite operators, terrestrial providers, and engineering teams.
* Collaborate with the Engineering Team for all activations, deactivations, change orders, performance management, security and information assurance, Business Plan compliance, and scheduling.
* Detailed document all troubleshooting activities in trouble logging system.
* Provide assistance to teleport operators and VSAT terminal operators with isolating and resolving transmission problems affecting or degrading the satellite.
* Compile and provide customer specific reports, to include contractually required daily and monthly reports, ticket reports, Interference reports and outage reports.
* Liaison with 3rd party Operations Centers and confirm that they meet or exceed ISOC standards.
* Analyze technical data, spectrum reporting, and ticket notes to research Interference related issues in order to manage corrective action with earth stations and VSAT Operators.
* Follow, update, and/or create new Established Processes and Procedures.
* Lead and direct troubleshooting on RF and Networking devices with customers/technicians at all skill levels.

You should definitely have:

* Must be a US Citizen. Military background ideal.
* Must be able to obtain and maintain a U.S government issued security clearance at the secret level.
* Must have a Bachelors' Degree in Computer Science, Electrical Engineering, Electronics Engineering Technology or a related field, or an equivalent blend of work experience and vocational training.
* Must have at least 7 years of hands-on experience, with 10 years preferred.
* Knowledge and experience in the operation and troubleshooting of iDirect Evolution and Velocity platforms is required.
* Experience with basic IP Networking and video technologies/systems is strongly desirable.
* Must possess a general understanding of RF theory, basic electronics, antenna drive systems, High Power Amplifiers, Up/Down Converters, Fiber Optic sub-systems, modems, and multiplexers.
* Capable of remotely working on various ground station communications systems either via computer or over the phone.
* Demonstrates general working knowledge of standard communications analyzers and test equipment.
* Knowledge and experience in the operation of RF spectrum analyzers is required.
* Ability to determine proper methods to troubleshoot issues.
* Ability to learn new technologies and services including internet network protocols and concepts.
* Flexible schedule, must be able to work off-shifts, weekends and holidays, 12-hour shifts.
* Possess strong troubleshooting skills and be familiar with trouble logging and reporting.
* Strong Logical and analytical skills.
* Excellent verbal, written and interpersonal communication skills.

It would be nice if you had:

* Customer Focus - Focus on strong Customer relationships and build a customer confidence. Set achievable customer expectations and strive to exceed them. Understand and anticipate customer needs and requirements. Focus on increasing satisfaction for internal and external customers.
* Teamwork and Collaboration - Promote teamwork, build strong relationships and foster department success. Provide inter and intra departmental cooperation and support.
* Communication - Communicate well both verbally and written. Share information and is flexible and open-minded. Maintain confidentiality.
* Results Oriented - Take ownership of job responsibilities. Committed to excellence. Overcome obstacles. Dependable, reliable, and meets commitments

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

Other Job Info:

* 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.
* Job requires ability to lift up to 20 lbs
* This role is subject to ITAR
* Candidates must be a US Citizen
* Please review the job bidding by current employees section in the employee handbook prior to applying for this position, thank you.
* 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.

Nearest Major Market: Washington DC