Primary role purpose:

The Operations Engineer will play a key role in the wider Automation, Data Analytics and Reporting team, who will ultimately work to ensure our client meets the service obligations contracted by our customers.

This role will focus on monitoring and resolution of faults with our services or network, working with both internal and external parties to find quick solutions to issues. The role will work to identify and implement improvement opportunities, using analytic tools and methods to report performance, with a strong emphasis on design and implementation of automation solutions

The Automation, Data Analytics and Reporting team primarily support our client's services to aviation customers, providing in service support to maintain in flight connectivity services, as well as supporting presales and project activities to ensure the smooth transition into day-to-day operations. The team also provide a wider Automation, Data analysis and Reporting support function to the Network Operations

Key Responsibilities:

Monitor commercial business services and ensure that issues are resolved in a timely manner
Perform 2nd line support for GX terminal issues, carrying out in depth analysis and providing guidance to internal and external teams, and acting as interface to SMEs
Carry out proactive maintenance to protect our client's assets and services
Provide support to carry out day to day activities required for aviation services
In case of Service Degradation or Outage conditions, communicate to correct stakeholders and engage with subject matter experts to provide support to restore service as quickly as possible
Manage the ABU change management process, chairing the CAB, approval, scheduling and communicating changes to stakeholders
Contribute to create efficient operational and technical processes/procedures
Proactively contribute to continuous improvement by adopting a proactive mind-set, presenting ideas to management, and championing continual improvement at team level
Provide support through coaching and training to other operations engineers on subjects of expertise
Monitor the work queues for the team, identifying, prioritising and escalating tickets to ensure that OLA and SLA targets are met or exceeded.
Identify opportunities for automation, contributing to setting the vision for automation and analytic capability, and delivering robust scalable solutions to the network operations teams
Provide enhanced reporting capabilities to Network Operations

Essential Knowledge and Skills:

Knowledge and experience of Python, Java, JavaScript, R, Jupyter
Linux knowledge
Experience in virtualised environments
Strong GX and/or VSAT experience
Strong troubleshooting and analytical skills.
Good knowledge of Excel
Experience working on ServiceNow
Excellent understanding of ITIL and Lean Six sigma
Knowledge of Power Automate
Knowledge of Power BI, Power Query, Tableau, Tableau Prep, Data Studio
Able to analyse and prioritise under stressful conditions.
Ability to break down complex tasks and explain in non-technical terms
Structured and analytical in problem solving.
A passion to shape, motivate and deliver Automation, Analytics and Reporting
Focus on customer excellence.
Good interpersonal skills to both work in a team and individually.
BSc/BEng in a relevant technical degree (satellite communications / telecommunications /IP Networks/) or equivalent experience

Desirable Knowledge and Skills:

Experience of Telecommunications networks (Satellite/Mobile)
Experience with network monitoring tools.
Experience of Service management tools
Knowledge of analytic techniques for intelligent automation, machine learning or deep learning
Knowledge of statistical analysis techniques, anomaly detection, root and correlation analysis
Knowledge in Ansible, UI Path and Power Automate to enable remediation and zero touch
Knowledge of Anodot, Azure Databricks, Splunk and other commercial machine learning products
Knowledge of RF and Data communications.
Knowledge of Aviation operations or Aeronautical Certification

Senior Operations Engineer