Your role in helping us shape the future:
As a Sr. Engineer, Technical Operations, you will be an initial point of contact for all production issues (Software) related to Intelsat Infight's core services such as In-Flight Connectivity (IFC)/In-Flight Entertainment (IFE)/IPTV on retrofit and next generation Onboard Experience (OX) architectures. You will have desire to gain thorough technical knowledge on end-to-end system for providing quick analysis and driving resolution on production issues. In addition, you will be creating various dashboards and status reports for executives and end customers. You will be expected to build strong system level technical knowledge and use critical thinking to resolve issues faster.
Additional responsibilities include but not limited to engage in PI (Agile teams) to understand the roadmap of upcoming features and services, lab setup for reproducing field issues and writing automation scripts for generating reports.
Are you up to the challenge?

• Provide leadership on accomplishing individual, team, and company goals
• Desire to learn and champion new technologies and over all end-to-end system
• Develop a strong background in Intelsat Infight's technology platforms (KU, 2KU, ATG, ATG4 and GGV/IPTV) as well as third party technologies
• Understanding complex systems and able to diagnose and isolate the failures to a product/component level
• Generate reports by fleet, technology, or airlines to assess the defect impact
• Triage SW defect via strong analysis techniques (log/data analysis, defect tracking, etc.). Determine and document initial root cause, impact, severity, and frequency of failures
• Drive Internal Review Board (IRB) meetings with cross functional teams to agree and provide visibility on initial failure and impact
• Enforce and drive continuous improvements on SPI (Software Production Incidents) process
• Participate in corrective action reports and root cause analysis exercises (e.g., fish bone, 8D, 5 Why's, etc.)
• Generate test plans for reproducing field issues in lab environment
• Prepare software quality metrics and present at leadership forum
• Create reports for complex/critical production issues for senior management
• Define, measure, and accomplish documented individual/team Objectives and Key Results (OKR's)
• Occasional travel to support new install/maintenance activities
• Define and develop defect analysis tools for quick turn around
• Support returned box analysis from production
• Develop and improve production diagnostics tools
• Support the field operation team by troubleshooting/triaging SW issues by following the defect management process (SPI/IRB), while being a strong voice for process adherence.
• Own Incident Review Board (IRB) process and drive improvements
• Comply to and maintain OEM certification processes (AS9100/AS9115)

You should have:

• System thinking skills for isolating issues within a complex network
• BS degree in Engineering/Computer Science disciplines
• 10+ years of system level troubleshooting experience working on complex systems
• TCP/IP, Linux/Shell Scripting, Packet Capture/WireShark, Jira, Wiki, Test Director
• JQL, SQL, Python, Java, Go, Git, Jenkins (CI), Spinnaker (CD), AWS
• CMP, Sumo, AAA, Kibana, Elasticsearch, Toaster, Flight Summary, Network Analysis
• Excellent Verbal/written communication skills
• Ability to work independently with minimal supervision
• Strong understanding of capacity and time management
• Flexibility to work occasional weekends or off hours, as emergencies arise
• Proactively seek continuous learning and continuous improvements
• Mentor new members and create personal development goals

It would be nice if you had:

• Strong networking background with CCNA/CCNE certifications
• Working knowledge of Agile methodologies (Scrum, Kanban, SAFe PI), DevOps and SRE

What it's like to work with us:
Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

• We emphasize personal and professional growth
• Awesome benefits including PTO, medical, tuition reimbursement, and training
• Flexible work arrangements
• Fun, diverse, and inclusive culture

Other Job Info:

• These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.