Senior Incident Manager

3 weeks ago


London, Greater London, United Kingdom Eutelsat Communications SA Full time

Transform Connectivity with Eutelsat Group

Eutelsat Group is a global leader in satellite communications, providing infinite connectivity, broadcasting television channels and packages, transmitting news reports, and offering wholesale broadband Internet access services.

Key Responsibilities

  • Manage all assigned Major Incidents (MI) to resolution within SLA targets
  • Quickly assess the severity of outages and ensure minimal impact on operations
  • Accountable for the notification, escalation, and communication to customer operations and senior management regarding the existence and status of outages and service at risks
  • Contribute to the Post Incident Review (PIR) process: reviewing major incidents, documenting RCA's and lessons learned in a timely manner; and ensuring actions are identified

Requirements

  • Experience of implementing and owning Major Incident Management frameworks including policies, processes, procedures, communication, and reporting from the ground up
  • Ability to run the service operation command room during crisis situations
  • Demonstrable stakeholder management skills
  • Advanced communication skills, exceptional interpersonal, negotiating, and presentation skills with the ability to tailor communication of technical issues to various audiences
  • Credibility and gravitas to influence and communicate effectively with senior stakeholders

What We're Looking For

  • ITSM tools such as ServiceNow
  • Experience and understanding of 3GPP principles
  • Understanding of GEO, MEO, and LEO telecommunications satellite technologies with satellite ground systems, satellite operations, and/or ground systems operations/development

Location London, UK. This role requires on-call availability and may require a 24/7 shift pattern.



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