Engineer, Network Operations Center (Chennai, IN)

Engineer, Network Operations Center
ROLE DESCRIPTION SUMMARY
Join a forward-thinking team dedicated to transforming customer experience by developing and launching innovative products and services that leverage global, boundary-free connectivity. We go beyond the traditional satellite industry and broader communications landscape to redefine what's possible.
Aligned with SES's vision, we are shaping next-generation solutions that deliver the performance, features, and flexibility needed to unlock new markets, generate fresh revenue streams, and ensure secure, reliable communications worldwide. To achieve this, we're seeking bold, visionary thinkers to help drive our legacy of innovation into the future.
In this role, you will provide technical expertise and ensure timely resolution of customer service issues on VSAT platforms, supporting our 24x7 Network Operations Center (NOC). A strong understanding of service design, SLAs, and customer expectations is essential. You'll be responsible for evaluating and addressing issues with a focus on redundancy, availability, scalability, security, restoration options, and overall customer impact.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
 Lead and actively participate in proactive service management and incident response efforts to minimize or eliminate operational impacts to customers.
 Deliver prompt, professional responses to customer inquiries; perform in-depth diagnostics on faulty systems; restore services or implement alternate configurations; and resolve network or platform-related issues.
 Utilize advanced troubleshooting tools and demonstrate expertise in Network Broadband platforms-such as iDirect (Velocity and Evolution), Comtech, Gilat, Dialog and HiSky-as well as in IP and RF systems, while ensuring all service level agreements (SLAs) are met.
 Contribute to or lead the development of operational support documentation, including infrastructure and platform details, training materials, processes, procedures, and skills assessments.
 Provide leadership in system support, change management, and quality assurance, and serve as a liaison between maintenance and supporting teams.
 Offer after-hours on-call support to the Network Operations Center (NOC) for customer-impacting issues or service, network, and tool-related incidents.
 Consistently perform responsibilities with professionalism and deliver high-quality customer service.
 R eview and accept new services handed down by our provisioning team to operations ensuring all documentation in our NOC databases meets the needs of our NOC
 Execute additional duties as assigned by Senior Engineers, Principal Engineers, or Management.
COMPETENCIES
 Customer communications - serves as the primary liaison for SES OneWeb customers, ensuring clear, professional, and proactive communications
 Technical acumen - Demonstrates strong understanding of Platform and RF technology, satellite communications, network operations tools, and troubleshooting ability
 Team collaboration - Works closely with multiple NOC technical verticals, vendors and customers to coordinate support efforts
QUALIFICATIONS & EXPERIENCE
 Bachelor's degree with a minimum of 3-5 years of relevant experience, or an equivalent combination of education and experience.
 Strong proficiency in signal flow analysis and troubleshooting is essential.
 Demonstrates consistent situational awareness and initiative in resolving customer issues and improving departmental processes with minimal supervision.
 Ability to thrive in a fast-paced, dynamic environment and adapt to a variety of tasks; must be a collaborative team player and a proactive leader.
 Excellent analytical skills with the ability to organize tasks effectively and deliver a positive customer experience.
 Hands-on experience managing and troubleshooting VSAT networks (e.g., iDirect (Velocity and Evolution), Gilat, Dialog, Comtech Heights, and HiSky platforms).
 Solid understanding of routers, switches, QoS, and traffic engineering analysis.
 Skilled in creating service diagrams and documentation using Microsoft Visio and other Microsoft Office tools.
 Familiarity with satellite communication ground station equipment such as modems, converters, HPAs, LNAs, IFLs, and antenna systems is highly desirable.
 Working knowledge of RF principles and experience in interference troubleshooting is a strong plus .
 Experience with modern data communications troubleshooting tools is preferred.
 Ability to make independent decisions under pressure while adhering to company guidelines in a multi-tasking environment.
 Capable of clearly communicating complex technical issues to both technical and non-technical audiences.
 Strong interpersonal and organizational skills, with the ability to work effectively with customers and colleagues who speak English as a second language.
 Technically adept and able to interpret operational manuals for various test and measurement equipment.
 Demonstrates leadership in promoting enterprise values such as customer focus, collaboration, and adaptability to change.
 Please note: This description outlines the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required for the role.
OTHER KEY REQUIREMENTS / COMMENTS
 Experience working with Network Operation Centers is a plus
 Networking experience (CCNA, COMP TIA NET+, JNCIA, etc.), but not a requirement.
 Linux Command Line Knowledge
 Experience operating in a mixed network environment (Juniper & Cisco)
 Hybrid work environment offering up to two days per week work from home (for eligible positions
 Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more!
SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
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