Job Title: Senior Supervisor, Network Operations

Senior Supervisor, Japan NOC
Your role in helping us shape the future:
Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape. As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers who will continue our legacy of innovation for decades to come.
The Senior Supervisor role has in-country responsibility for the execution of a Customer VSAT Terminal Service. The primary responsibilities include supervising the Japan NOC Operations and providing the primary conduit for Customer Assurance. The Japan NOC Senior Supervisor is the liaison between Intelsat, the Customer, and the vendors supporting Intelsat. The VSAT Terminal Service consists of supporting a network of 4000 VSAT terminals in Japan. Intelsat anticipates growing the Japan NOC support into other in-region services as the business expands.
Are you up to the challenge?
This position will be responsible for the in-country leadership in the NOC, hiring/contracting staff, onboarding, and training in line with U.S. NOC Operations. Ensure effective performance monitoring of service and that interdependencies and related performance issues are investigated and acted upon using best practices Ensure the Japan NOC is staffed appropriately to execute 24x7 supports. Supervise the NOC staff by addressing day-to-day business needs Supervise the operations of the Japan NOC to meet and exceed service level agreements and operating level agreements of the service contract (i.e. availability, reliability, and service uptime, customer response time). Collaborate with other Intelsat Operations teams to implement onboarding and training plan to develop continuous technician proficiency Provide coaching and counselling of team members to improve performance and work outputs Conduct monthly, quarterly, and yearly performance reviews based on performance scorecards/metrics and yearly goals and initiatives Perform quality audits of tickets and calls to ensure process compliance Monitor reported or identified issues for event resolution and ensure team members utilize all tools and resources available to them to resolve Report operational status to Intelsat operations management. Help ensure escalation routes are clear and streamlined Responsibilities not limited to and other actions will be added as identified in accordance with the role. Can you drive these processes?
Establish frequent communication with customer (e.g., weekly meetings, follow-up, check-ins) Communicate routinely with customer contacts to understand and anticipate their issues throughout service life-cycle. Act as the Intelsat point of escalation for issues Drive, implement and execute on continuous customer experience improvement through collaborative process review and development. Provide process and documentation translation from English to Japanese for NOC staff and customers You should definitely have:
Bachelor's Degree or equivalent with at least four years of relevant experience in a Network Operations Center (NOC) environment, telecommunication services or equivalent services Must be able to read/write/speak English and Japanese fluently. Must have excellent management and leadership skills Must have good communication and presentation skills, including prior experience in presenting technical data to non-technical audiences. Comprehensive knowledge of satellite mobile networks highly desirable Knowledge of or previous supervisor history of IP networking, video/data communications and RF systems operations. Excellent customer service skills required. It would be nice if you had:
Understanding or working knowledge of Gilat, iDirect or Comtech platforms Proficiency in troubleshooting and analyzing IP networking, video/data communications and RF systems operations 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 var rteSpFieldId = 'tor_wf_sect_0_flistingLayout';var rteCoIdExt = 'Intelsat';var rteLsFieldId = 'tor_wf_sect_0_flistingLayout';registerFCKEditors('tor_wf_sect_0_flistingLayout','sfJobReqLegalScan', ' Supervisor, Japan NOC \n\n Your role in helping us shape the future: \n\n Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape.\xa0\xa0 As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers who will continue our legacy of innovation for decades to come. \n\n The Supervisor, Japan NOC Operations has in-country responsibility for the execution of a Customer VSAT Terminal Service.\xa0\xa0 The primary responsibilities include supervising the Japan NOC Operations and providing the primary conduit for Customer Assurance.\xa0\xa0\xa0 The Japan NOC Supervisor is the liaison between Intelsat, the Customer, and the vendors supporting Intelsat.\xa0 The VSAT Terminal Service consists of supporting a network of 4000 VSAT terminals in Japan.\xa0 Intelsat anticipates growing the Japan NOC support into other in-region services as the business expands. \n\n Are you up to the challenge? \n\n\n This position will be responsible for the in-country leadership in the NOC, hiring/contracting staff, onboarding, and training in line with U.S. NOC Operations.\xa0\xa0 \n \n\n\n Ensure effective performance monitoring of service and that interdependencies and related performance issues are investigated and acted upon using best practices \n \n\n\n Ensure the Japan NOC is staffed appropriately to execute 24x7 supports.\xa0\xa0\xa0 \n \n\n\n Supervise the NOC staff by addressing day-to-day business needs \n \n\n\n Supervise the operations of the Japan NOC to meet and exceed service level agreements and operating level agreements of the service contract (i.e. availability, reliability, and service uptime, customer response time). \n \n\n\n Collaborate with other Intelsat Operations teams to implement onboarding and training plan to develop continuous technician proficiency \n \n\n\n Provide coaching and counselling of team members to improve performance and work outputs \n \n\n\n Conduct monthly, quarterly, and yearly performance reviews based on performance scorecards/metrics and yearly goals and initiatives \n \n\n\n Perform quality audits of tickets and calls to ensure process compliance \n \n\n\n Monitor reported or identified issues for event resolution and ensure team members utilize all tools and resources available to them to resolve \n \n\n\n Report operational status to Intelsat operations management. Help ensure escalation routes are clear and streamlined \n \n\n\n Responsibilities not limited to and other actions will be added as identified in accordance with the role. \n \n\n Can you drive these processes? \n\n\n Establish frequent communication with customer (e.g., weekly meetings, follow-up, check-ins) \n \n\n\n Communicate routinely with customer contacts to understand and anticipate their issues throughout service life-cycle.\xa0 Act as the Intelsat point of escalation for issues \n \n\n\n Drive, implement and execute on continuous customer experience improvement through collaborative process review and development. \n \n\n\n Provide process and documentation translation from English to Japanese for NOC staff and customers \n \n\n You should definitely have: \n\n\n Bachelor\'s Degree or equivalent with at least four years of relevant experience in a Network Operations Center (NOC) environment, telecommunication services or equivalent services \n \n\n\n Must be able to read/write/speak English and Japanese fluently. \n \n\n\n Must have excellent management and leadership skills \n \n\n\n Must have good communication and presentation skills, including prior experience in presenting technical data to non-technical audiences. \n \n\n\n Comprehensive knowledge of satellite mobile networks highly desirable \n \n\n\n Knowledge of or previous supervisor history of IP networking, video/data communications and RF systems operations. \n \n\n\n Excellent customer service skills required. \n \n\n It would be nice if you had: \n\n\n Understanding or working knowledge of Gilat, iDirect or Comtech platforms \n \n\n\n Proficiency in troubleshooting and analyzing IP networking, video/data communications and RF systems operations \n \n\n What it\u2019s like to work with us: \n\n 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. \n\n\n We emphasize personal and professional growth \n Awesome benefits including PTO, medical, tuition reimbursement, and training \n Fun, diverse, and inclusive culture \n \n\n Other Job Info: \n\n\n These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.\xa0 This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. \n \n\n\n Job requires ability to lift up to 20 lbs \n \n', null, 'listingLayout');

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. Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world's leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat's customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.