Service Improvement Engineer, RF & Media, CSI

SES Satellites; Chennai District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

SES is seeking a Service Improvement Engineer, RF & Media, CSI in Chennai. The role focuses on leading continual service improvements in satellite RF and media delivery, aligning operations with engineering and IT teams to enhance customer experience and service reliability.

Responsibilities include driving CSI initiatives, analyzing ITIL process performance, and mentoring NOC staff, with a strong emphasis on RF signal integrity and broadcast workflows.

Qualifications

• 5-7 years of technical support experience in the satellite communications industry.
• Fundamental knowledge and experience with stable and mobile antenna systems, RF theory, teleport operations, RFI mitigation and GEO satellites.
• ITIL Certification or demonstrated equivalent experience with event, incident, change, problem and knowledge management processes.

Responsibilities

• Head Continual Service Improvement (CSI) across RF services and Operations & Engineering.
• Analyze and present ITIL process performance (Incident, Change, Problem, Event) to senior leadership.
• Support problem management as SME and drive tasks to resolution with clear stakeholder communication.
• Ensure SLA measurement and reporting across Aero, Cruise, Media, and E&C segments.
• Collaborate with Service Delivery, Implementation, Engineering, and IT for onboarding new products and services.
• Mentor and coach NOC staff to raise proficiency in procedures and troubleshooting.

Skills

RF theory

Antenna systems

Telemetry/Operations analysis

Mentorship

ITIL processes

Job description

Service Improvement Engineer, RF & Media, CSI

As a Service Improvement Engineer specializing in RF and media, you will be a customer- and operations-focused professional who provides leadership and technical expertise in support of SES customers and SES Customer Operations. You are highly motivated, disciplined, and committed to driving excellence in RF systems and media delivery platforms. Your role centers on enhancing the customer experience through proactive service improvements, particularly in areas involving satellite communications, broadcast media workflows, and RF signal integrity.

Requisition Number: 20137

Contract Type: Permanent

Location(s): Chennai, IN

Primary Responsibilities / Key Result Areas

• 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 RF 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 on how Customer Operations is performing. This shall include measurements across the core ITIL processes such as Incident Management, Change Management, Problem Management and Event Management. Effectively articulate improvement initiatives to secure Leadership’s support for the growth and maturation of Operations.
• Problem Management Coordinator: Work in support of the problem management team as a subject matter expert and drive assigned problem tasks to resolution. Convey the communication between Customer Operations and Senior Management at CTO and L2 levels, 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 Delivery, Implementation, Engineering, and IT 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

• 5 - 7 years of technical support experience in the satellite communications industry
• Fundamental knowledge and experience with stable and mobile antenna systems, RF theory, teleport operations, RFI mitigation and GEO satellites
• ITIL Certification or demonstrated equivalent experience with event, incident, change, problem and knowledge management processes.

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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