Major Incident Manager in London

Connect with Eutelsat. Be part of a new era in communications, transforming connectivity with Eutelsat – the world’s first GEO-LEO integrated global satellite operator. As a leader in satellite communications, we provide global connectivity solutions – connecting businesses, communities, and governments around the world.

With Eutelsat You’ll Get To:

• Pioneer the future of Space Technology
• Bring connectivity to remote frontiers
• Collaborate with customer‑centric experts
• Embrace cultural diversity in our global team

Why Eutelsat?

• Commitment to Diversity & Inclusion: With colleagues from over 75 countries, we embrace our global DNA and are committed to creating an inclusive workplace. We are proud that one‑third of our executive team and 60% of our board are represented by women.
• Ways of Working That Drive Us: As "One Team," we work collaboratively towards shared goals, with customer‑centricity, respect, and inclusivity as our guiding principles.
• Sustainability at Our Core: At Eutelsat, sustainability is more than just a word; it’s woven into our strategy. We’re dedicated to balancing social, environmental, and economic growth – both on Earth and in space.
• Work‑Life Balance: We offer flexible schedules and hybrid work options to help you balance your personal and professional life.

Ready to grow with us? Apply today and help us build a more inclusive, sustainable future in the world of satellite technology.

Who You Are:

You’re a whiz at crisis management, from leading investigations across technical operations; from developer through to satellite network portals. You are sparked by fast pace and thrive under pressure, responding to any problem with speed, calmness, and authority. You can quickly assess the severity of outages to ensure there is minimal impact on operations and possess superb communication skills with the ability to work across organizational boundaries. Finally, you have a passion for driving a knowledge culture, ensuring that lessons learnt are documented and knowledge is dispersed throughout the team.

What You’ll Do:

• Manage all assigned Major Incidents (MI) to resolution within SLA targets during day and night time.
• Develop a comprehensive understanding of end‑to‑end (E2E) services, including how the main components of satellite platforms operate, as well as identifying the teams responsible for each segment.
• Build a solid knowledge of the company technical teams organization and build solid interfaces with engineers, managers and directors of technical department, to easily interact and quickly engage the right resources when needed.
• Quickly conduct service impact assessment of the MI, setting the priority and deciding on how the incident will be managed.
• Coordinate and summarize the technical analysis and decisions during war rooms to support the path for the resolution.
• Accountable for the notification, escalation and communication to customer operations and senior management regarding the existence and status of outages and service at risks.
• Contribute to the Post Incident Review (PIR) process: reviewing major incidents, documenting RCAs and lessons learned in a timely manner; and ensuring actions are identified.
• Support, maintain and keep up to date, the Major incident management process, related procedures and the main documentation such as the Scenario Based Priority Matrix and technical/hierarchical escalation list.
• Support the Problem Management process and team with post Incident activities and proactivity in proposing process improvements based on feedback gathered from major stakeholders and team members.

What It Takes:

• Experience of implementing and owning Major Incident Management frameworks in a telecommunication service provider.
• Ability to manage the service operations command room during crisis situations, both day and night, including handling multiple incidents within a short timeframe.
• Ability to work under pressure and during long lasting outages.
• Stakeholder management skills and ability to support quick decision making.
• Advanced communication skills in fluent English language, exceptional interpersonal, negotiating and presentation skills with the ability to tailor communication of technical issues to various audiences.
• Ability to influence and communicate effectively with other stakeholders.
• Ability and aptitude to pick up new technologies or procedures.

What We’d Love:

• Usage of ITSM tools such as ServiceNow.
• Knowledge of ITIL processes such as Incident, Problem and Change management.
• Understanding of GEO and LEO telecommunications satellite technologies.

Where You’ll Be:

London, UK; Turin, Italy. This role includes an on‑call rotation shared with two other team members, requiring one week of on‑call duty every three weeks. Hybrid working: up to three days per week, subject to manager approval.