VBeyond Corporation
SATCOM NOC Support
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Key Purpose of Role
The role holder is responsible for providing effective support of project design and delivery, operational support tasks and day-to-day operations of systems and services, associated maintenance and logistics, dealing with all relevant issues under the guidance of the manager. The role holder provides support in the formulation of network, technology, systems, and information strategy and evolution plans, operational support policies and procedures, and the operations of systems and services. The role holder provides assistance in solving business problems.
The role holder should leverage the experience of other people within the business to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role.
Specific
To provide 24/7 management, monitoring, incident, and fault handling of all platforms and managed services affecting Satcom Services within the UK and Globally, including defined National services, working proactively and reactively with other Satcom, Power, National backhaul, Booking, and 1st line NOC teams.
You will support both Trouble to Resolve and Lead to Cash agendas, working to innovate and optimise delivery, beyond simple resource allocation, at all times.
Responsibilities Specific to this Role
- 24/7 Incident management, monitoring, and fault handling of all platforms and managed services, including:
- TV (OB, OU, TNT Sport, Managed Leased Services)
- EGNOS
- SRIPA
- BTSIP
- Avanti
- Tooway
- Skylogic
- Oneweb
- SCPC
- SubSea Monitoring
- Media gateway services such as Winterfell, Athena, and D3/4.
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- Maintain accurate and concise incident reporting on appropriate systems, ensure that any required customer feedback is given in a timely manner and recorded appropriately.
- To provide Incident Management (leading into Problem Management) identification, communications, and resolution for Satcom/antenna systems.
- Act as a fault reception point, SMP, and provide first-line incident handling on the above systems in a timely manner.
- To liaise with the RCO and ITC personnel in implementing restoration of service routes. Instigate and carry out disaster recovery changeover if applicable using predetermined procedures. DR changeovers should be completed in conjunction with 2nd/3rd Line support.
- To be familiar with and work in accordance with all relevant ISIS and Local Documents. Specifically Madley Fire Precautions Policy & Evacuation Procedures in particular Duty Engineer roles and responsibilities, including Bomb Threats and Postal Bombs, Authority to Work, Permit to work, Flat roof access, and Permit to Dig Procedures.
- Proactive monitoring of functional e-mail accounts.
- To give co-operation and liaise with administrations throughout the National and International Networks. To provide, when necessary, to the Satcom Service & Operations Manager, clear and concise reports of situations which have occurred and actions taken.
- To supervise and monitor all operations systems to ensure that, using all available resources, any service interruptions are kept to a minimum.
- Processing of customer orders within agreed SLT. Including billing generation support.
- Demonstration of sufficient technical knowledge to ensure continual optimisation of systems and equipment to maximise benefit to customers and BT. E.g. Antenna utilisation, modem configuration. Operation of all Earth Station Terminal equipment as necessary within the Madley MER & IRS to the agreed interfaces.
- Demonstration of sufficient technical knowledge to ensure ownership of off-site incident management and guidance with regards to Ground Agent operations. Liaison with and direction of Ground Agents, ensuring adequate incident investigation before engagement, and support during customer site work through to completion.
- Ability to understand and interpret incoming work packages, and if required, implement & flag back corrections before transmission. Examples:
- TVOB / BT Sport bookings – ensuring correct frequency, polarisation, and encoding parameters.
- VSAT systems – Correct frequencies, polarisations, look angles, sources of interference.
- Provide continual monitoring of site services such as Fire alarms, HV, LV, Heating, escalating issues to appropriate teams and contractors (e.g. ADT for Fire Alarms)
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