Engineer, Managed Service Operations

ROLE DESCRIPTION SUMMARY

The Engineer, Managed Service Operations is part of the engineering-level-1 & 2 (L1 & L2) shift team in India. The team is responsible for the operations and troubleshooting of multi-orbit terminal and platform satcom infrastructure. The incumbent will independently troubleshoot and resolve technical issues, guide & coach a team of junior engineers while working on a shift rotation yourself. This role involves working closely with the L3 Operations Engineering Manager, senior engineers, and external vendors to resolve complex technical issues and maintain uninterrupted service.

This position is ideal for someone with a strong technical background who is also skilled in guiding employees and problem-solving, thriving in a dynamic, hands-on environment.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Coach, guide and coordinate a shift team of junior engineers, ensuring alignment with business goals.


• Foster a collaborative and accountable environment, encouraging continuous improvement within the team


• Provide real-time mentorship and support to junior engineers, helping them troubleshoot issues independently


• Ensure that the team adheres to Standard Operating Procedures (SOPs) and maintains high operational standards


• Work in shifts alongside your team to oversee the day-to-day operations of satcom terminal and platform systems


• Serve as the first point of escalation within the shift team for Level 2 issues from SES NOCs, troubleshooting and resolving issues as they arise.


• Collaborate with senior engineers, L3 Engineering, and vendors (e.g., Gilat, iDirect, Comtech, HNS, Intellian, Orbit, Iridium) to ensure efficient issue resolution.


• Oversee service assurance processes and ensure the team meets service-level agreements (SLAs) during shifts.


• Drive process optimization initiatives to enhance efficiency and service performance, in collaboration with the L2 Manager, Managed Service Operations.


• Support the deployment of services on VSAT platforms during the Order-to-Fulfilment (O2F) and Order-to-Assurance (O2A) phases

COMPETENCIES

• People skills: Ability to guide and inspire a shift team while working collaboratively in a hands-on role


• Problem-solving: Strong troubleshooting and analytical skills, with a proactive approach to issue resolution as well as ability to coach shift team in problem resolution


• Communication: Excellent communication and interpersonal skills, with the ability to manage both internal and external relationships effectively.


• Adaptability: Comfortable working in shifts and in a fast-paced environment, responding to real-time operational challenges


• Collaboration: Ability to work effectively with team members, senior engineers, and vendors, while independently handling operational tasks. Commitment to fostering an inclusive, supportive, and diverse team environment and ccomfortable working in a collaborative, cross-functional environment


• Learning Agility: A commitment to learning new technologies and adapting to evolving operational challenges

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Telecommunications Engineering, Electronics and Communication Engineering (ECE), Information and Communication Technology (ICT), or a related field


• At least 5 years of working in a professional environment and relevant experience with VSAT platforms such as Gilat, iDirect, Comtech, or HNS and antenna technologies like fixed, COTM and COTP


• Proven track record in managing people


• Familiarity with service assurance processes and Standard Operating Procedures


• Solid networking concepts (e.g., IP networking, routing, switching, firewalls) is advantageous


• Strong understanding of satellite communications infrastructure and operational processes


• Fluent in English