Manager, Gateway Operations

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

• 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.

Requirements

• 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.
• Familiarity with next‑generation gateway systems (HTS, SES‑17, mPOWER) and tools such as SATNMS, Kratos products.
• Exposure to Azure DevOps or similar operational backlog management platforms.
• ITIL literacy; understanding of alarm semantics, redundancy, and risk management.

Core Competencies

Demonstrates expertise in managing global RF gateway operations, including incident and change management, while ensuring effective team training and process adherence. Proficient in developing operational documentation and driving continuous improvement through automation and monitoring tools.

Highest‑signal resume keywords

• Gateway Operations Management
• Incident Management
• SOP/MOP Development
• ServiceNow Proficiency
• ITIL Literacy

ATS Optimization Keywords

Hard Skills

• Change Management
• Operational Documentation
• Troubleshooting
• KPI Validation
• Training Development
• Risk Management
• Automation Implementation
• Telemetry Improvement
• Satellite Ground Operations
• Incident Response

Soft Skills

• Leadership
• Communication
• Team Coordination
• Problem Solving
• Coaching

Industry Keywords

• RF Gateways
• Teleports
• Satellite Operations
• HTS
• SES-17
• MPOWER
• Operational Stability
• Continuous Improvement
• Change Control
• Smart Hands

Tools & Technologies

• ServiceNow
• Monitoring Platforms
• Workforce Scheduling Tools
• SATNMS
• Kratos Products
• Azure DevOps