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Prosum
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ESSENTIAL FUNCTIONS
Salary: $140K/$160K
Manager of SATCOM Technical Service Delivery (hybrid role)
3655 NW 87th Avenue Miami, FL 33178 US
2023-08-16
2023-10-30
Employment Type:
Perm
Job Category: Other Area(s)
Job Number: 23842
Job Description
ESSENTIAL FUNCTIONS
- Leadership
- Lead technical service delivery on-shore and off-shore teams
- Ensure team’s solutions and delivery activities align with all aspects of security standards and compliance requirements including, but not limited to, Corporate, PII, PCI, HIPPA
- Ensure team provides great customer services to all brands in positive matter and Leadership
- Lead technical service delivery on-shore and off-shore teams
- Ensure team’s solutions and delivery activities align with all aspects of security standards and compliance requirements including, but not limited to, Corporate, PII, PCI, HIPPA
- Ensure team provides great customer services to all brands in positive matter and expected business outcomes
- Review and approve financial and operational items as assigned
- Customer Service
- Provide Network Support Services while maintaining healthy and progressive partnerships with business units, technical teams, and project management group for all brands
- Provides effective and courteous communications to ship command staffs, brand IT leaderships and Onboard Revenue Teams via project status, business requirements, issue resolution, etc.
- Collaborate closely with Business Relationship Managers to maintain an understanding of business cases and ensure appropriate operations adjustment are made
- Operations
- Provide oversight for global Technical Service Delivery Managers to ensure proper engagement and escalation for incident and problem managements to meet SLA
- Publish data driven reporting for performance trends, incident trends, customer satisfaction trends are in good digestible quality and on time
- Ensure proper operation procedure are followed for predictable outcome
- Planning
- Work with Engineering department to ensure planned technology is “Acceptable to Run” and the documentation and training is sufficient
- Work with bandwidth sourcing team to ensure planned bandwidth is “Acceptable to Run”
- Resource planning to ensure service delivery is satisfactory to business
- Department Management
- Directly responsible for a team of employees and contractors with responsibility (hire, fire, coach, mentor, train, discipline, etc.)
- Establishes department goals and develops the short term and long-term strategies to meet these goals
- Manages financial planning & forecasting, project & operations planning, and resource planning & alignment
- Ensure the team work well in a multi-culture, global environment
- Miscellaneous
- Perform all other administrative and organizational duties as required (time keeping, training, travel, collaboration, and correspondence, etc.)
- Bachelor’s degree in Computer, Engineering, Project Management and Business Administration
- Master’s degree in Mechanical or Electrical Engineering preferred
- 10+ years of experience designing, implementing, and supporting highly reliable satellite & telecommunications systems
- Leadership ability in coaching, mentioning, and managing a results-oriented team
- 5+ years of direct people management experience with hiring and firing responsibilities
- Experience in supervising, mentoring, and empowering employees to make positive contributions
- Hands on experience in troubleshooting and resolving satellite baseband hardware, software, and terminals running both voice and data applications
- Hands on experience in configuration, test, and optimization of satellite terminals in maritime/mobility applications
- Proven experience in implementing complex satellite and terrestrial communication services
- Experience in Operational Support and/or Service Delivery
- Experience in designing networks
- Hands on experience in creating, evaluating, and updating documentation
- Knowledge of both theoretical and practical aspects of satellite communications
- Detailed knowledge of iDirect, Comtech, Hughes, Newtec, and/or Viasat Satellite Baseband Infrastructure
- Stabilized Satellite antennas (C-Band, Ku, Ka), satellite bandwidth pooling, QoS.
- Strong Knowledge in RF communications
- Advanced technical expertise in computer and network services for both local and wide area networks
- Excellent presentation and communication skills
- Ability to work extended hours, nights, and weekends when required during critical outages or transitions
- Ability to collaborate well across geographically diverse teams
- Passionate about service. Passionate about making a positive difference
- Leadership ability in coaching, mentioning, and managing a results-oriented team
- Manufacture’s certifications in satellite communications preferred
Salary: $140K/$160K
