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Special Events Engineer - Service Delivery

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Date: 04-Sep-2021

Location: London, United Kingdom

Company: Tata Communications

Job Family Descriptor

In the context of Tata Communications business growing rapidly in Europe, the Middle East and Africa and the leadership focus it requires maintaining high standards from both a continuity of service and service delivery standpoint, Tata Communications is seeking candidates for an Engineer Support Manager.

Broad outline of the Role

The position will be on a full-time basis and located in the UK and will report to the Head of Project Engineering. The role requires availability and flexibility for extensive business travel within and outside the region and the ability to attend tier 1 sporting events outside of normal working hours

Purpose - Broad objective of the role

In this client facing role, the holder is jointly responsible and accountable for the engineering support and successful delivery of customer services at tier 1 sporting events.

The candidate will be the ambassador for Tata Communications at the events and will at all times present a professional voice of the business to the customer and likewise, the voice of the customer to the business.

The events engineer is the customer champion on all onsite technical issues including service assurance issues during the duration of the event. He or she will help the team to meet and exceed customers’ expectations and will be the business champion, ensuring that orders are delivered on time and managed throughout the lifecycle.

He or she will operate across all lines of business and shared service engineering departments, working collaboratively to ensure that our customers are provided with the best possible technical experience continually throughout their lifecycle.

Operating Network - Key External

Key customers, industry forums, partners, vendors

Operating Network - Key Internal

Other functions/BU, GNS and Product Management and Development team

Size and Scope of Role - Financial

Revenue (FY13): $ 120Mn (contributes to approx 50% of IP transit business globally)

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

5 ( 4+1)

Size and Scope of Role - Other size parameters

  •  Act as single point of contact for all onsite technical issue for the customer in the delivery phase, overlooking the complete technical support during an event and optimising individual areas when needed in conjunction with the relevant functions
  • Ensure all services are rigged, tested and delivered and that all agreed levels of service are adhered to.
  • Meet specific and agreed objectives on technical improvements in customer satisfaction
  • Work with the customer and the sales teams to identify the technical/solution requirements across all media products and services
  • Work with the account teams in protecting existing revenue streams and identifying opportunities for revenue improvement through increasing quality and technical innovation
  • Ensure Tata Communications are represented at events in a professional and timely manner at all times
  • Attend special events as Tata Communications single technical interface to all Client issues.
  • Remotely manage Tata Communications teams supporting the delivery of Client services at an event
  • Ensure that all services are successful delivered and remain live as required by the Client.
  • Assist in the review of product / service performance on a monthly basis;
  • Working with the relevant internal stake holders provide customer with innovative technical recommendations;
  • Set up regular technical meetings including both the account managers and sales support engineers with customers, establishing a full understanding of the customers engineering requirements and drivers to map against current service requirements and future needs.
  • Working with the relevant operational stakeholders investigate outages and contribute to the delivery of accurate RFO and RCA’s, ensuring full follow up on recommendations on corrective and service improvement plans;
  • Ensure all reported problems for customer are resolved in accordance with the contracted Service Level Agreements. (SLAs);
  • Take technical ownership on behalf of customer to manage service outages on an exception basis.
  • Working with the relevant operational stakeholders assess and communicate the impact of planned maintenance activities.
  • Support Account Managers and pre-sales engineers on major bids, expansion of service, providing guidance on technical support and performance expectations, and details of the current installed base.
  • Work with Account Managers to protect account revenue streams and or cost reductions
  • Maintain technical documentation, relevant correspondence, customer service-related documents and high-level network diagrams and information;
  • Provide customer training on web portal tools; fault management and escalations procedures;
  • Technical point of contact to liaise with customers and internal teams to resolve any incidents
  • Manage Technical Change Management request activities, where the customer’s network may be impacted.
  • To identify and drive technical improvements within the Service organisation

Minimum qualification & experience

Engineering degree or equivalent

  • Full International driving license
  • Ability to undertake extensive business travel including over weekends and public holidays.
  • Understanding of outside broadcast production
  • Systems Integration experience (Building flight cases, tactical equipment)
  • Proficient in spoken and written English; Knowledge of a 2nd language is an asset
  • Self-motivated team player, capable of decision-making, negotiating and problem solving;
  • Excellent time keeping and the ability to work long unsociable hours often in a stressful environment
  • Technical presentation and report writing skills, able to communicate effectively at all levels within an organization. Familiar with standard MS-Office applications.
  • Capability to work in a challenging cross-cultural environment
  • Strong trouble shooting and analytical skills
  • Works well part of multidisciplinary teams, which are expected to reach a common goal
  • Comfortable working for an international organization composed of multiple cultures, language accents, different time zones and that on a day-to-day basis

Other knowledge/skills

Leadership skills such as people management, interpersonal skills; Customer centricity, cross functional skills

Key Responsibilities

  • Responsibility for the technical support engagement with the Customer. Will act as a SPOC for any technical incidents and/or technical decisions to be made during the delivery life cycle of the contract.
  • When required attend Tier 1 sporting events and provide end-to-end technical governance to the solution and services delivered.
  • Create, review and deliver technical documentation relating to special events
  • Support with architecture documentation.
  • Ensure suitable onsite processes and monitoring capability
  • Ensure technical change control is adhered to at all times
  • Assist in the technical governance both internally and externally
  • To deliver Customer satisfaction
  • To enhance the Customer experience

In short to generate Customer loyalty by increasing Customer satisfaction and by building personal relationships at all levels. The ultimate goal being to become a ’Trusted Operational Technical Advisor’ to the customer

Technical Competencies

Minimum 2 years working experience in an Outside Broadcast Engineering role with experience of:

  • Satellite Services (Uplink, Downlink)
  • Fibre media delivery
  • Video encoding/decoding (J2K, H364, H265)
  • Video router control/monitoring
  • Onsite Infrastructure rigging (Fibre cabling, access points)
  • Audio/Radio (RF, Talkback etc)
  • Onsite Monitoring
  • Master Control Room Experience
  • Transcoding, CDN, Cloud media services
  • IP Networks and Engineering

Knowledge / Skills

Communication Skills

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