Operation Manager, Service Management Center hos SES

Utlöper om 13 dagar

ROLE DESCRIPTION SUMMARY

You as the Operation Manager will lead the 24/7 operations. It is your responsibility to ensure that the company’s video services are operated at the highest standards. You are responsible to implement the right tools, procedures and working methodology to maximize the team’s responsivity and ability to deal with any situation.
You are responsible for service assurance and monitoring, assess and solve outages, log and create outage reports, first line point of contact for our customers and escalation management. These tasks are executed according to standard operating procedures (SOPs).

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Lead the local team of Playout Operators and Supervisors in Munich
  • Manage ongoing shift patterns and staffing, including recruitment when applicable
  • Manage both team and individual team member performance and progress
  • Ensure local trainings and knowledge transfer to the team as well as to individuals
  • Manage and constantly improving the ongoing activities in Video Operations
  • Manage and improve the Operations’ Tier-1 (Technical) support capabilities
  • Lead and document outage investigation processes in order to avoid future failures
  • Build interfaces with technical department, commercial department and customer care
  • Responsible for internal and external customer facing reporting (SLA, RFO, etc..)
  • Responsible for introducing, maintaining and enforcing SOP's
  • Responsible for maintaining and smooth operation of all OSS tools (NMS's, ticketing system etc..) used by the SMC and reporting about issues to the relevant department
  • Report to the company`s management on outages and their status
  • First line support for (Tier 1) customers
  • Manage Capex and Opex assigned to this department
  • Coordinate with other SES facilities and managers to align on SOPs, systems and improvements

COMPETENCIES

  • Strong people management skills
  • Excellent teamwork and cross-functional cooperation
  • Proven record leading customer service activities, including leading crisis's and managing “problematic” and/or demanding customers
  • Constant motivation to drive improvements
  • Ability to work and make decisions under pressure in a stressful environment
  • Independent, structured, solution-oriented and reliable approach
  • Available after normal working hours
  • Willingness to work shift (if required)

QUALIFICATIONS & EXPERIENCE

  • An engineering degree or equivalent academic/professional qualifications
  • Minimum five years’ experience in a Service Management Center
  • Familiarity with the technical aspects of the provisioning chain of services
  • Familiarity with the principals and components of RF, Satellites, Video, sound, electronics
  • Proven ability to envision, initiate, create, document and implement company’s procedures, processes and workflows
  • Proven ability to build and execute reporting processes (both internally and externally)
  • Fluency in English, both oral and written. Fluency in German highly desired

SES is an Equal Opportunity and Affirmative Action Employer

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