Service Delivery Engineer- Saudi Arabia

Job Description

One team. Global challenges. Infinite opportunities. At Viasat, we're on a
mission to deliver connections with the capacity to change the world. For more
than ‎35 years, Viasat has helped shape how consumers, businesses, governments
and militaries around the globe communicate. We're looking for people who
think big, act fearlessly, and create an inclusive environment that drives
positive impact to join our team.

Job Responsibilities

It is imperative to understand that in this role you are an integral part of
the overall success of RigNet. In this role you are a representative of every
department and person within the RigNet organization and how you gather and
communicate information is paramount to that success. Communicating outward to
your assigned customer/s is only one element of the equation as it is just as,
if not more important, in how the customer/s concerns are communicated back to
RigNet in a way they can best be interpreted, analyzed and properly addressed.

PRIMARY DUTIES:

• Represent RigNet as a liaison to assigned customer/s in a way that is in the absolute best interest of both organizations


• Constantly audit and review currently provided services and a continual search for areas of improvement to benefit both RigNet and its customers


• Constant interaction with all regions and departments within RigNet and assigned customer/s


• Regular customer meetings discussing network design and projects


• Daily reviews of NOC ticket queue for any incidents regarding assigned customer/s


• Daily/Monthly/Quarterly analysis of overall customer/s activities, bandwidth usage, incident history, root cause analysis and possible areas of customer/s concern


• Weekly/Monthly/Quarterly presentation of service delivery activities including customer/s reports to upper management


• Review, interact, assist, communicate and remotely oversee all projects regarding assigned customer/s


• Ensure both RigNet and assigned customer/s processes are followed and enforced for all facets of the configuration, monitoring, usage and support


• Maintain constant awareness of RigNet's business objectives to ensure they are being communicated, supported, and protected through any and all contracts and service agreements


• Be knowledgeable of all contracts and service agreements for assigned customer/s for all regions globally to ensure constant compliance from all parties involved


• Be aware of any change management events affecting assigned customer/s and ensure proper risk analysis and communication has been performed for assigned customer/s


• Ensure all monitoring and monitoring tools are updated and used in compliance with all contracts and service agreements


• Potentially work at customer office directly with their IT or Operations teams to offer direct interaction and assistance with network design


• Develop standards with customers and create deployment documents so that engineers can follow


• Work with customers to make sure that all Apps are being prioritized and optimized over the WAN to insure the best end-user experience
  Requirements:


• Bachelor's degree in the related study preferred or equivalent experience


• Project Management certifications are a plus


• Global VSAT Forum Certification required


• Cisco and Networking certifications/ training required


• ‎8+ yrs. Experience in engineering and or network design in the oil and gas industry preferred


• Network Operations Center (NOC) experience is a plus


• Telecom help desk, field installation or provisioning experience


• Must have previous VSAT communication and support experience, LTE a plus


• Must be a citizen or have a valid work permit for the country where the job is located (Must be based in Al Khobar, Saudi Arabia)

Knowledge, Skills, and Abilities:
* Able to demonstrate a high level of customer service skills
* Successfully respond to inquiries or complaints from customers
* Proficiency in English and proven written and verbal communications skills with executive-level customers
* Basic knowledge of emerging technologies
* Effectively present information to top management
* Strong analytical skills
* Strong working knowledge of telecom voice and data services such as VSAT, Cisco and related wireless technologies
* TCP/IP, Routing (OSPF, BGP, EIGRP) Frame Relay, MPLS/VPN
* Riverbed SteelHead and SteelCentral knowledge is required

Additional Requirements and Information

Minimum Education
Bachelors Degree or equivalent experience
Years of Experience
‎8-‎15 years
Travel
None
Citizenship
Valid Work Permit or Visa required for the country you would be located and
working from
Clearance
None
Worker Classification
Employee