Major Incident Manager

Connect with Eutelsat Group

Be part of a new era in communications, transforming connectivity with Eutelsat Group – the world’s first GEO-LEO integrated global satellite operator.

As a global leader in satellite communications, we provide infinite connectivity, broadcasting television channels and packages, transmitting news reports, provide wholesale broadband Internet access services.

With Eutelsat Group You’ll Get To:

• Pioneer the future of Space Technology
• Bring connectivity to remote frontiers
• Collaborate with customer-centric experts
• Embrace cultural diversity in our global team

Where your skills ignite opportunities & you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat Group, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.

Who You Are:

You’re a whiz at crisis management, from leading investigations across technical operations; from developer through to satellite network portals. You are sparked by fast pace and thrive under pressure, responding to any problem with speed, calmness, and authority. You can quickly assess the severity of outages to ensure there is minimal impact on operations and possess superb communication skills with the ability to work across organizational boundaries. Finally, you have a passion for driving a knowledge culture, ensuring that lessons learnt are documented and knowledge is dispersed throughout the team.

You want to make a real difference in the world by revolutionizing technology in Space.

What You’ll Do:

• Manage all assigned Major Incidents (MI) to resolution within SLA targets
• Quickly conduct business impact assessment of the MI, setting the priority and deciding on the incident will be managed
• Accountable for the notification, escalation and communication to customer operations and senior management the existence and status of outages and service at risks
• Contribute to the Post Incident Review (PIR) process: reviewing major incidents, documenting RCA’s and lessons learned in a timely manner; and ensuring actions are identified
• Develop the ITSM toolsets with a clear vison on how tools should be used to support MI process activities
• Driving a knowledge management culture, ensuring teams are contributing to knowledge management activities
• Support the Problem Management process and team with post Incident activities
• Be proactive in proposing process improvements based on feedbacks gathered from major stakeholders and team members

What It Takes:

• Experience of implementing and owning Major Incident Management frameworks including policies, processes, procedures, communication and reporting from the ground up
• Ability to run the service operation command room during crisis situations
• Demonstrable stakeholder management skills
• Advanced communication skills, exceptional interpersonal, negotiating and presentation skills with the ability to tailor communication of technical issues to various audiences
• Credibility and gravitas to influence and communicate effectively with senior stakeholders
• Experience with major incident management within the Satellite or Telecommunications industry
• Ability and aptitude to pick up new technologies or procedures
• Ability to work in a fast-paced environment where you will be responsible for the key operations of a major organizations

What We’d Love:

• ITSM tools such as ServiceNow
• Experience and understanding of 3GPP principals
• Understanding of GEO, MEO, and LEO telecommunications satellite technologies with satellite ground systems, satellite operations, and/or ground systems operations/development

Where You’ll Be: London, UK.  This role requires on call, may require 24/7 shift pattern

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This role is a Eutelsat Group job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.