Global Gateway Operations Lead: Incident & Change

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

Job summary

Jobtailor seeks a Lead Level-2 Gateway Operations professional to steer global RF gateway activities, ensure robust incident response, and drive disciplined change control. You will shape SOPs, mentor teams, and coordinate hands-on support across 24/7 operations.

Ideal candidates have 7–10+ years in gateway/teleport operations, hands-on ServiceNow and monitoring tools, and ITIL literacy, with strong leadership for distributed teams.

Qualifications

• Engineering degree or equivalent hands-on experience in satellite gateway/teleport operations.
• 7–10+ years in gateway/teleport/satellite ground operations with incident/change management exposure.
• Proven leadership in 24×7 operational environments with distributed teams.
• Experience writing MOPs/SOPs and leading service-restoration bridges.
• Hands-on with ServiceNow, monitoring/observability platforms, and scheduling tools.
• Familiarity with next-generation gateway systems (HTS, SES-17, mPOWER).
• Exposure to Azure DevOps or similar operational backlog platforms.
• ITIL literacy and understanding of alarm semantics, redundancy, and risk management.

Responsibilities

• Lead Level-2 Gateway Operations for global RF gateways with discipline in handovers, troubleshooting, and shift coverage.
• Provide after-hours support during critical incidents and participate in major incident bridges for rapid triage.
• Develop, maintain, and govern SOPs, MOPs, troubleshooting flows, and commissioning procedures.
• Manage change control for gateway operations including risk/backout planning and validation.
• Validate new gateway builds and service readiness with accurate alarms, access, docs, monitoring, and KPIs.
• Develop team capability through structured training, cross-training, and coaching across all gateway functions.
• Coordinate Smart Hands and site-access workflows, onsite support coordination, and cost visibility.
• Drive continuous improvement via an operations improvement backlog, automation, dashboards, and telemetry enhancements.

Skills

Leadership

Incident management

SOP/MOP development

ServiceNow proficiency

ITIL literacy

Education

Engineering degree (Electrical/Telecommunications)

Tools

SATNMS

Kratos products

Azure DevOps

Monitoring Platforms

Workforce Scheduling Tools

HTS

SES-17

mPOWER

Job description

Jobtailor seeks a Lead Level-2 Gateway Operations professional to steer global RF gateway activities, ensure robust incident response, and drive disciplined change control. You will shape SOPs, mentor teams, and coordinate hands-on support across 24/7 operations.

Ideal candidates have 7–10+ years in gateway/teleport operations, hands-on ServiceNow and monitoring tools, and ITIL literacy, with strong leadership for distributed teams.