Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 15 geostationary satellites. Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.
Chief Operations Office
Inmarsat’s Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers. COO consists of 9 functions including: Satellite Operations, Network Operations, Service Assurance, Service Delivery Aviation and Customer Assurance, Service Delivery and Supply Chain, Project Management Office, Global Cyber Security, Group IT.
Primary role purpose:
The Service Level Analyst is a member of the Partner Service Assurance department. This role has a primary focus on aviation safety services but also a comprehensive service-oriented view of all other service within Inmarsat. With Service Level Agreements being the foundation of the relationship between customers and Inmarsat, the Service Level Analyst has a crucial role maintaining this relation. The Service Level Analyst will work closely with all departments to obtain all data necessary to determine the service levels achieved. This analysis is to ensure that Inmarsat has fulfilled all its contractual obligations and to provide input for continuous improvement of the Inmarsat services. Communicating the outcome of the analysis internally and externally directly to our customers, is an important part of the role.
The Service Level Analyst is also a key player in the quality control of the data and will work with the operational departments to make sure the data input into the analytics is an accurate representation of the service provided to the customer.
The Service Level Analyst is capable to look inside and beyond the departmental processes and analytics methods, to identify improvements. and to assist or lead implementation of these changes.
The Service Level Analyst is an initiative-taking individual, able to understand complex technical environments and technologies - specifically of those used in aviation safety services – and has excellent analytical skills.
Key Responsibilities:
- Coordinate the data collection process for all services
- Quality control of data collected
- Analysis of data collected
- Report and present service level analysis
- Coordinate continuous improvement of the service level reporting process
SLA Management
- Analytical skills to find and understand complex data relations.
- Well organized and structured approach to work with good attention to detail
- Understanding of processes, and of implementing and improving processes.
- Good communication and negotiation skills.
- Must be comfortable presenting reports and data to technically oriented audiences.
Essential Knowledge and Skills:
- Bachelor degree in Computer Science, Physics or Mathematics, and at least 2-3 years’ experience
- Good knowledge of mobile or satellite communication networks, systems
- Understanding of macro language, scripting languages and database platforms
- Understanding of cloud platforms
- Must be able to communicate at all organizational levels
- History of being a team player and team builder
- Critical ability in order to set the right priorities in a complex environment
- Strong analytical skills
- Positive and energetic attitude
- Capability to work autonomously as well as a self-starter and self-motivated
- Honest, Respectful and Patient
- Ability to adapt and change in a dynamic working environment
Desirable Knowledge and Skills:
- Experience with Inmarsat systems/services
- Experience with mobile network and user terminals
- Working experience with Google Cloud or AWS
Additional Information
Inmarsat Values:
Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organisation.
Customer Providing a unique value to our customers
Accountability Taking ownership, getting results and keeping our promises
Respect Collaborating, embracing diversity and valuing differences
Excellence Creating bold solutions for our customers and putting quality at the heard of everything we do
