Manager, Gateway Operations

• Lead Level‑2 Gateway Operations for global RF gateways, ensuring effective shift coverage, operator direction, disciplined handovers, and structured troubleshooting across all teleports.
• Provide operational escalation and after‑hours support during critical incidents, and lead or participate in major incident bridges to ensure rapid triage, clear communication, and coordinated resolution.
• Develop, maintain, and govern operator‑ready SOPs, MOPs, troubleshooting flows, and commissioning procedures, ensuring consistency and disciplined process adoption across the global operation.
• Manage change control for gateway operations, including intake, scheduling, risk/backout planning, and post‑change validation, ensuring all activities are properly documented and operationally sound.
• Validate new gateway builds and service readiness, ensuring alarms, access, documentation, monitoring, and KPIs are accurate, meaningful, and fully accepted before entering service.
• Develop team capability through structured training plans, cross‑training programs, coaching, and ongoing skill development to ensure full readiness across all gateway functions.
• Coordinate Smart Hands and site‑access workflows, including request management, onsite support coordination, and cost‑visibility to support operations and maintenance activities.
• Drive continuous improvement by maintaining an operations improvement backlog, implementing automation and AI‑assisted tooling, improving dashboards and telemetry, and identifying opportunities to enhance service quality and operational stability.

• Engineering degree (Electrical/Telecommunications) or equivalent hands‑on experience in satellite gateway/teleport operations.
• 7–10+ years experience in gateway/teleport/satellite ground operations with substantial incident/change management exposure.
• Proven leadership in 24×7 operational environments, managing distributed teams.
• Demonstrated experience writing effective MOPs/SOPs and leading service‑restoration bridges.
• Hands‑on experience with Service Now, monitoring/observability platforms, and workforce scheduling tools.
• Familiarity with next‑generation gateway systems (HTS, SES‑17, mPOWER) and tools such as SATNMS, Kratos products.
• Exposure to Azure Dev Ops or similar operational backlog management platforms.
• ITIL literacy; understanding of alarm semantics, redundancy, and risk management.

Demonstrates expertise in managing global RF gateway operations, including incident and change management, while ensuring effective team training and process adherence. Proficient in developing operational documentation and driving continuous improvement through automation and monitoring tools.

• Gateway Operations Management
• Incident Management
• SOP/MOP Development
• Service Now Proficiency
• ITIL Literacy

• Change Management
• Operational Documentation
• Troubleshooting
• KPI Validation
• Training Development
• Risk Management
• Automation Implementation
• Telemetry Improvement
• Satellite Ground Operations
• Incident Response

• Leadership
• Communication
• Team Coordination
• Problem Solving
• Coaching

• RF Gateways
• Teleports
• Satellite Operations
• HTS
• SES-17
• MPOWER
• Operational Stability
• Continuous Improvement
• Change Control
• Smart Hands

• Service Now
• Monitoring Platforms
• Workforce Scheduling Tools
• SATNMS
• Kratos Products
• Azure Dev Ops