Job Description

This position will be responsible for the leadership of delivering world class service to our managed services customer base. This leader will drive staff development, enhance service support models, achieving unmatched service availability, and produce outstanding customer experiences.



What you will do:

• Lead a team of shift technicians in proactive service management and incident response for network availability
• Lead the development of operational support documentation pertaining to new or existing infrastructure, platforms or services, development of job aids and skill assessments.
• Provide leadership of system support, change Management, and quality oversight
• Provide afterhours on-call support to the NOC regarding service impact and driving resolution
• Create, manage, and facilitate professional development of direct reports and individual contributors
• Develop, maintain, support, and optimize key functional areas to remove barriers that hinder the team's overall performance
• Ensure the team is adhering to Incident Management, Problem Management, Monitoring Response, and Reporting/Metrics best practices
• Ensure the oversight, organization, and motivation of all the team members of the NOC
• Provide tactical operational service support and escalation for the NOC and its customers, including the satellite fleet, teleports and terrestrial networks carrying commercial traffic
• Lead by example, challenge functional status quo, manage and develop processes to document customer issues and leverage trends and impact analyses in the overall service enhancement.
• Manage all technical and operations aspects for the global response of the Network Operation Centers
• Build, develop, and lead remote and onsite team of NOC resources
• Ensure processes and resources are aligned towards achieving committed SLAs and KPIs
Provide proactive communication on network health, impacts, executive escalations, and other critical analysis to leadership and key stakeholders
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Your required experience/skills:

• Bachelors degree and a minimum of 7 years network operations management experience (or equivalent combination)
• Budget forecasting and financial forecasts relating to Network Operations
• Ability to identify, and address, process gaps and automation opportunities
• Align resource support to operational readiness on new and emerging technologies
• Drive and manage complex production support issues
• Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation
• Network operations lead to ensure designs interface correctly with existing configuration and that adequate system equipment exists for future needs
• Must consistently display situational awareness and take initiative to address customer issues as well as departmental inefficiencies with little or no supervision
• Expert Level knowledge in VSAT Platform Chassis Architecture
• Expert level understanding of satellite communication ground station equipment including modems, converters, HPA, LNA, IFL and antenna systems
• Ability to convey complex technical issues equally to skilled and unskilled individuals.
• Adeptness in team working, organizational and interpersonal skills, with the ability to work comfortably with customers and co-workers who speak English as a second language
• Influence others in the adoption of behaviors related to enterprise leadership, customer focus, collaboration, and change agility
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
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Your success in this role will look like: (non-technical skills)


• Champions behaviors related to enterprise leadership, customer focus, collaboration, and change agility.
• Independent decision maker, with the ability to operate in the unknown.
• Adaptability, creative thinking, team player, openness, culture champion with experience fostering inclusive work environments, embracing diverse thinking and styles, positive attitude.

It would be nice if you had:

• Leadership certifications
• Gilat certifications and/or equivalent in RF, VSAT systems and applications.
• Cisco certifications
• ITIL Certifications
• ServiceNow certifications

How we support you:

• Hybrid work environment offering up to two days per week work from home (for eligible positions)
• Development opportunities supporting professional growth championed by our dedicated Learning & Development team. 20-25% of our positions are hired internally!
• Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups.
• 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!

These benefits are designed to support your overall well-being and help you succeed in your role.







Our D&I Commitment



We're committed to fostering a culture and environment of diversity, inclusion and respect - a place where everyone can show up fully as themselves and do their best work every day. We're a technology leader committed to advancing diverse, inclusive teams - where belonging is rooted in our culture. Intelsat has an established Diversity & Inclusion Council and Employee Resource Groups. Intelsat is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, national origin, ethnicity, age, disability, pregnancy, veteran status, sexual orientation, gender identity or any other characteristic protected by applicable law.


While it is important to note that meeting the minimum qualifications is a fundamental requirement for consideration, if you are enthusiastic about this role and are unsure how well your experience aligns with these requirements, we encourage you to apply. Our recruitment team will assess your application and determine if your skills and qualifications meet the essential criteria for this role or whether there might be another role within our organization that is a better match.



As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.




At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.


Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information ("PII") with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at Intelsat, we may collect and share your PII for these purposes.


Intelsat is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled