Operations Shift Supervisor
Segoviaip - Herndon, VA

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Job Description:
Ensure Inmarsat Government networks, products and
services meet stringent availability and security
integrity targets through direct proactive supervision
of the Network Operations Security Center’s daily
operation and personnel. This encompasses device
commissioning and activations, network monitoring, fault
detection, isolation, resolution, central problem
escalation, and problem tracking and reporting, for all
facets of IP, VoIP, and RF satellite hardware and
services (data, voice, and video) within the enterprise
network architecture and infrastructure as well as
customer remote sites.
Responsibilities
  • Staffs shifts and supervises personnel which
including interviewing, training, guidance, work
assignment and delegation, and performance
appraisals.
  • Schedules subordinate staff’s work time and ensures
optimum NOSC coverage.
  • NOSC proactive monitoring of the Inmarsat Government
broadband network, event monitoring; reactive
trouble management support; fault isolations; and
diagnostics and repair.
  • Provides Tier II technical support to NOSC and
Customer care staff
  • Ensures all problem reports and NOSC activities are
documented within the Inmarsat Government trouble
ticket system.
  • Actively monitors NOSC trouble tickets and performs
QC/QA of all interactions, problem reports, network
events, and outages.
  • Monitors for and escalates customer chronic and
repetitive failures
  • Performs internal and external technical and
management escalation
  • Acts as an escalation point for customers help
desks, NOSC, and management for service related
issues.
  • Integrates new network administration and management
tools into the daily operation of the NOSC.
  • Maintains NOSC records including: Inmarsat
Government On-Call Lists, Network Management System
Topologies, NOSC Trouble Management methods and
procedures, and NOSC training material.
  • Insures the functionality, performance and correct
usage of all manual and automated NOSC tools and
systems.
  • Coordinates and supports all network moves, adds, and
changes including new commissionings, activations,
upgrades, deactivations, and decommissionings of
customer remote sites. Coordinate with Program
Management and validate customer requests for Service
(RFS forms).
  • Provides root cause of identified or reported events
and provides “post mortem” analysis and documentation to
internal stakeholders as necessary
  • Enforces and adheres to company policies and
standards, and follows company procedures and processes.
  • Meet or exceed call management performance goals and
objectives for position including First Call Resolution
Rate, Average Speed to Answer, and Abandoned Call Rate.
  • Generates, documents, analyzes, and reports network
operating metrics including fault management and
performance management statistics.
  • Develops and provides skills to other Inmarsat
Government staff on an as-required basis, through
knowledge sharing and mentoring.
  • Assists in special projects as needed, with the
flexibility to change focus as necessary.
  • Provides NOSC, shift turn over, activity, and status
reports.
Req. Code : 185
Division/Department : OPS-Herndon
% of Travel Required : 0-10%
Skills : Information Technology - > Networking, Helpdesk,
Hardware Troubleshooting, User Support Skills
Customer Service - > Frontline Support
Offer Relocation : No
Shift/Hours : Rotating Shifts