CSI Service Improvement Engineer

SES S.A Brazil; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

SES is seeking a technical operations leader in Chennai to own platform governance, drive continuous improvement, and report performance to senior leadership. The role focuses on end-to-end technical oversight of satellite/wireless services, CSI initiatives, and robust incident/problem management coordination.

The candidate will collaborate with Operations, Engineering, Product, Tools, Analytics, and vendors to ensure service quality, SLA compliance, and smooth onboarding of new tools and

Qualifications

• 3-5 years of technical support experience in the satellite or wireless communications industry.
• Fundamental knowledge of stable and mobile antenna systems, RF theory, and satellites (MEO, GEO, HTS).
• ITIL certification or demonstrated experience with event, incident, change, problem, and knowledge management.

Responsibilities

• Platform Service Ownership & Governance: own platforms, monitor health and performance, coordinate across Ops, Eng, Product, Tools, Analytics, and vendors to drive improvements.
• Technical End to End Expertise: lead CSI, analyze gaps, synchronize improvements across Operations and Engineering.
• Customer Operations Performance Analysis: present leadership on ITIL process metrics and incident/problem trends.
• Problem Management cooperation: support problem tasks and communicate progress to senior management.
• Ensure SLA Measurement Compliance: collaborate to calculate and report SLA across segments.
• Onboarding: ensure seamless integration of new products and services into workflows.
• Mentorship & Coaching: guide NOC staff in procedures, troubleshooting, and continuous improvement.

Skills

3-5 years technical support experience

Antenna systems knowledge

RF theory

ITIL Certification or equivalent

Education

B.S. Degree in Telecommunications, Information Technology, or Engineering

Tools

Compass

Dataminer

EM7

HP OpenView

Nagios

Netcool

SATNMS

ZenOSS

Microsoft Applications (Access, Excel, PowerPoint, Outlook, Visio, Word)

Job description

Primary responsibilities / key result areas

• Platform Service Ownership & Governance Serve as the designated operational owner and primary advocate for assigned managed service platforms, maintaining end-to-end visibility across platform health, performance, lifecycle activities, operational readiness, customer impact, risks, and improvement opportunities. Lead cross-functional engagement between Operations, Engineering, Product, Tools, Analytics, and vendor partners to ensure platform-related incidents, problems, changes, releases, technical debt, and strategic initiatives are effectively prioritized, governed, and driven to measurable business outcomes.
• Technical End to End Expertise Head Continual Service Improvement (CSI) in assuming responsibility for overseeing technical aspects of the end-to-end design across all managed services. Represent a technical point of contact that analyses and identifies gaps within the current ecosystem, ensuring that they are addressed. This role confirms that improvement initiatives are effectively synchronized across the entirety of Operations and Engineering (O&E).
• Customer Operations Performance Analysis Showcase to senior leadership via standard presentations how Customer Operations is performing. This shall include measurements across the core ITIL processes focused on Incident Management, mapping of incident to problem and trending of problem resolution efforts. Lead improvement initiatives to secure Leadership’s support for the growth and maturation of Operations.
• Problem Management cooperation Assist the problem management process and relevant problem tasks to drive progress and accountability. Convey the communication between Customer Operations and Senior Management effectively articulating progress, timelines and any technical blockers.
• Ensure SLA Measurement Compliance Collaborate with Data Analytics to compile SLA (Service Level Agreement) calculations and ensure that Customer Operations remain compliant with reporting performance across all segments including Aero, Cruise, Media, and E&C in effectively meeting customer expectations.
• Onboarding Collaborate with Service Assurance Onboarding Specialist, Tools, and Operations teams to ensure seamless integration of new products, tools, and services into operational workflows, mitigating potential gaps that could impact customer experience.
• Mentorship & Coaching Demonstrate mentorship, coaching, and guidance to NOC staff to enhance their proficiency in procedures, processes, troubleshooting, and consistency, fostering a culture of continuous improvement.

Qualifications & Experience

Required

• 3-5 years of technical support experience in the satellite or wireless communications industry
• Fundamental knowledge and experience with stable and mobile antenna systems, RF theory, MEO, GEO, and HTS satellites
• ITIL Certification or demonstrated equivalent experience with event, incident, change, problem and knowledge management processes.

Preferred

• B.S. Degree in Telecommunications, Information Technology, or Engineering
• Technical support experience in a networking operations environment
• Microsoft Applications Proficiency (Access, Excel, PowerPoint, Outlook, Visio, Word)
• Fundamental knowledge of Network Management Systems (Compass, Dataminer, EM7, HP OpenView, Nagios, Netcool, SATNMS, ZenOSS)

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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