Gateway Operations Manager - 24/7 Incident & Automation

SES Satellites; McLean (VA); On-site; USD 140,000 - 190,000; Full time

Job summary

SES Satellites in McLean, VA seeks a Manager for the Gateway Operations Group to lead a Level‑2 operational team responsible for 24/7 remote gateway operations and incident management across global RF gateways. You will drive change, SOP governance, and post‑incident reviews to ensure service readiness.

Responsibilities include escalation during critical incidents, cross‑functional coordination with Engineering and Field Services, and developing a skilled, mission‑ready team with a focus on

Qualifications

• Engineering degree (Electrical/Telecommunications) or equivalent hands‑on experience in satellite gateway/teleport operations.
• 7–10+ years experience in gateway/teleport/satellite ground operations with substantial incident/change management exposure.
• Proven leadership in 24×7 operational environments, managing distributed teams.
• Demonstrated experience writing effective MOPs/SOPs and leading service‑restoration bridges.
• Hands‑on experience with ServiceNow, monitoring/observability platforms, and workforce scheduling tools.

Responsibilities

• Lead Level‑2 Gateway Operations for global RF gateways, ensuring effective shift coverage, operator direction, disciplined handovers, and structured troubleshooting across all teleports.
• Provide operational escalation and after‑hours support during critical incidents, and lead or participate in major incident bridges to ensure rapid triage, clear communication, and coordinated resolution.
• Develop, maintain, and govern operator‑ready SOPs, MOPs, troubleshooting flows, and commissioning procedures, ensuring consistency and disciplined process adoption across the global operation.
• Manage change control for gateway operations, including intake, scheduling, risk/backout planning, and post‑change validation, ensuring all activities are properly documented and operationally sound.
• Validate new gateway builds and service readiness, ensuring alarms, access, documentation, monitoring, and KPIs are accurate, meaningful, and fully accepted before entering service.
• Develop team capability through structured training plans, cross‑training programs, coaching, and ongoing skill development to ensure full readiness across all gateway functions.
• Coordinate Smart Hands and site‑access workflows, including request management, onsite support coordination, and cost‑visibility to support operations and maintenance activities.
• Drive continuous improvement by maintaining an operations improvement backlog, implementing automation and AI‑assisted tooling, improving dashboards and telemetry, and identifying opportunities to enhance service quality and operational stability.

Skills

Leadership

Troubleshooting

SOPs/MOPs

Change management

Incident escalation

Communication

Backlog/Automation

Operational excellence

Education

Engineering degree

Tools

ServiceNow

Azure DevOps

SATNMS

Kratos

Monitoring tools

Scheduling tools

Job description

SES Satellites in McLean, VA seeks a Manager for the Gateway Operations Group to lead a Level‑2 operational team responsible for 24/7 remote gateway operations and incident management across global RF gateways. You will drive change, SOP governance, and post‑incident reviews to ensure service readiness.

Responsibilities include escalation during critical incidents, cross‑functional coordination with Engineering and Field Services, and developing a skilled, mission‑ready team with a focus on