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Role Description Summary

The Senior Engineer, IT System Services E&O is directly responsible for the Installation, Monitoring, Operation and Support of the global SES IT install base, with a strong focus on Systems and to be the backup of the Manager (Systems), IT System Services E&O.

The incumbent will work in close collaboration with the service desk and the Security, Systems and Network engineering teams and will assume ownership of improvement projects (Automation, troubleshooting flowcharts, Scripting, Tooling, Documentation) and drive them to completion in a timely fashion.

The incumbent will also mentor new team members and assist the management team with the daily organization of the work (shift building, on-call schedule, KPI reporting)

PRIMARY RESPONSIBILITIES / KEY RESULTS AREAS

• Installation & management of systems (Linux / Windows / VMWare / Storage / AD / Citrix)
• Understanding of DHCP and DNS management using Infoblox or similar tool
• Proactively monitor the SES internal IT Infrastructure through enterprise monitoring tools (Spectrum, Nageos, Weathermap, Centreon, HP Openview, Netbrain, …)
• Install and operate systems in Microsoft Azure or other Cloud providers (Linux / Windows / Virtual Appliances / AaaS)
• Solid experience with administration of VMware and Nutanix hypervisor solutions.
• Proactively recommend solutions/modifications of the existing IT environment in order to secure SES’ operational assets, in particular the satellite operations environment
• Provide support to internal and external customers for clarification of technical matters and the resolution of technical issues
• Have a broad understanding of all technologies covered in the IT Operations group
• Maturity improvement and adherence of/to all IT service management processes, including, but not limited to, incident management, change management, request fulfilment, problem management
• Devise and maintain standards and standard operating procedures
• Assume ownership of improvement projects (Automation, troubleshooting flowcharts, Scripting, Tooling, Documentation) and drive them to completion in a timely fashion
• Work actively with the ITSM tool (Service Now)
• Actively participate in Problem tickets
• Work actively with the incident management tool
• Help create knowledge base articles for common issues and for user self-help portal
• Stay up to date with state-of-the-art IT concepts and technologies
• Be able to understand all stakeholders in the service delivery process
• Be willing to learn new technologies
• Mentor the other team members and service desk agents
• Act as a local lead & backup of the team Manager
• Strong focus on simplification and standardization
• On-call duties will be required 24/7 on a rotational basis

COMPETENCIES

• Ability to integrate into and lead cross-functional and/or virtual project teams
• Ability to handle simultaneously multiple projects and leads
• Strong analytical and problem-solving skills: ability to frame complex problems or business issues and can elaborate and articulate alternative solutions
• Innovative spirit and business acumen
• Proactive approach towards potential and/or current customers
• Ability to work independently with minimal supervision
• Ability to set priorities autonomously and to proactively deliver results, even under tight deadlines
• Ability to overcome resistance to change

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in computer science, Business Information Systems or equivalent
• Minimum eight years of applicable professional experience in a large heterogeneous environment
• Vendor Certifications an advantage (i.e. Microsoft)
• Sound understanding of Microsoft Azure infrastructure or other Cloud providers. Certifications are a plus
• Sound technical understanding of the IT landscape and related technical skills
• Sound & proven experience with MS Active Directory, MS Server 2008 and up, VMWare and/or Nutanix
• Proxmox or Nutanix Hypervisor Knowledge
• Broad knowledge of Information Security
• Fluency in English, any other language is considered as an asset
• Willingness to travel internationally

OTHER KEY REQUIREMENTS / COMMENTS

Key performance indicators

• Availability measures of technology under responsibility
• Average time to implement changes over period

Main interfaces to other departments

• Technical department management
• Security function
• Internal and external customers
• Architecture and Demand Management
• Business IT
• All network operations function

Volume Drivers

• Number of networks to support
• Number of service and change requests
• Technology changes (e.g. new tools and systems)

Specific projects

• Deployment of new hardware and software solutions within the functional scope
• Deployment of systems into Microsoft Azure Cloud
• Consolidation of existing implementations and solutions throughout SES
• Improvement of the end user experience
• New network technology introduction
• Policy implementation (CoBIT, ITIL, Security and other IT related)

Change management