• Responsible for the support of projects and services, and taking proactive and corrective actions to maintain service availability according to SLAs

• Act as point of contact to customers’ requests for information, support and problem escalation.

• Analyse trends and recommend solutions and service improvement strategies

• Interact with internal departments as well as Customers to ensure appropriate feedback regarding technical matters

• Support vendors and subcontractors relationships by ensuring the most effective support of the provided products and services

• Initiate, prepare and lead product and/or service training activities.

• Perform onsite intervention to resolve issues if required

• Support Service Desk activities like monitoring, follow-up trouble ticketing processes, providing regular customer reports and prepare service level reports (SLA, KPI)
 

• Engineering degree or equivalent degree in ICT

• Minimum 3 years of professional industry relevant experience

• Fluency in  English (French being considered as an important additional asset).

• ITIL certification is a plus

• Up-to-date knowledge of broadband and telecommunication services with a solid technology background

• Knowledgeable/expert in as much as possible domains amongst which VoIP, Wi-Fi and WIMAX broadband networks

• Deep understanding of the IP domain (satellite based networks such as VSAT networks would be considered as an important asset)

• Strong analytical skills, ability to produce meaningful analysis and recommendations of technical solutions

• Ability to coordinate internal and external partners to deliver high level service support

• Excellent presentation, negotiation and communication skills

• Good understanding of customer requirements and experience to translate them into technical solutions

• Readiness to travel 
 

Senior Manager, Services at SES Techcom Services