Technical Service Delivery Manager

1 mese fa

Lazio, Italia Carnival Corporation & Plc A tempo pieno

Job Description
Are you ready to become our Technical Service Delivery Manager?
We are looking for an experienced Technical Service Delivery Manager to reinforce our Global SATCOM & Network Operations worldwide team. This position will report to Carnival Global VSAT Operations Senior Manager, and to Costa IT Operations Director.
Embark on an exciting career at Costa Crociere and help us to shape the future of technology as we navigate the dynamic seas of the cruise world from our offices on shore.
Who we are:
Welcome to our global community We take pride in our diverse community of over 20,000 professionals from 70 different countries and cultures. At Costa, we believe in open communication, positivity, and support. We foster an environment built on trust and transparency, where everyone's voice is heard.
How you'll live your ambition:
We're looking for a talented professional to join the IT Team, at the Company's Headquarter in Genoa – Italy.
You will represent the lead technician and driver of end-to-end connectivity service optimization for the fleet. This includes analyzing applications to determine what can be done to further optimize, performing studies to determine where efficiencies can be gained in our end-to-end infrastructure, supporting Service Delivery Engineers in collecting hard data, acting as a technical advisor in evaluating improvement alternatives that will enable Carnival Corporation's brands to enjoy an optimal level of service across the global satellite, telecommunications and wireless WAN.
Responsibilities:
Monitor Ship to Shore connectivity operations and optimization to ensure End to End Guest/Crew satisfaction, Ship Operations, Safety, Security, and business functions.
Execute a thorough process to continuously monitor and enhance the connectivity experience onboard our fleet.
Work with other groups within IT and the business to collaborate and create a continuous detailed work plan to ensure we are providing the optimal connectivity service and the most cost-effective delivery of bandwidth.
Correlate efforts to the improvement of customer satisfaction metrics.
Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
Take ownership of critical incidents, coordinating with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
Analyze third-party as well as internal processes and create strategies for service delivery optimization.
Provide on-call support with shared 24x7 on-call duties according to a set schedule.
What makes you unique:
Bachelor's Degree: Information Technology, Computer Science, Electrical Engineering or Computer Engineering.
10+ Years of experience implementing complex telecommunications networks utilizing satellite and terrestrial connectivity.
Well-grounded in the technical aspects of satellite, telecommunications networks, optimization, including an understanding of satellite RF and IP networks and to remain at the forefront of industry´s technical trends. (Manufacture's certifications in satellite communications would be a plus)
Hands on experience with telecommunications networks (Internet protocols, routing, queuing, effects of delay and packet loss, etc.) is required. Strong Knowledge in RF communications with the ability to create link budgets to ensure optimal system performance.
Hands on experience in evaluating satellite baseband hardware, software, and terminals running both voice and data applications.
Experience with internet optimization products/appliances such as caching, pre-fetch, compression, and others.
Hands on experience in configuration, test, and optimization of satellite terminals in maritime/mobility applications.
Demonstrated hands-on experience with network equipment, testing, troubleshooting, specification of hardware and software.
Knowledge of TCP/IP Networking protocols and standards, routing, multicast, testing of IP based Layer 2 and Layer 3 devices, applications and QoS.
Working knowledge of Satellite RF sub-systems (Block Up Converters, LNBs, antennas) is helpful.
Ability to capture and analyze IP packets using tools like Ethereal or Tcpdump.
Experienced in supporting installations, upgrades, and system integration efforts.
Competent with interpreting and using electrical and mechanical engineering drawings, cables lists and similar documents.
Advanced technical expertise in computer and network services for both local and wide area networks.
Why Costa:
In this role you'll be responsible to provide support fellow IT team members on the resolution of network performance issues that require in-depth analysis of traffic statistics and equipment configuration parameters.
You'll be located at our Genoa offices, where our strategies pulse to life and our ships set sail. Plus, you'll have the flexibility to work remotely, adding an extra layer of freedom to your experience.
Diversity Equity & Inclusion:
Costa is like a world within a world. Shipboard and shoreside, we are an extraordinary melting pot of different backgrounds, experiences, ages and cultures. Each of us brings unique insights and perspectives. All of us are valued and respected for who we are. Costa is a global community where everyone belongs.
Join us, let's set sail on an unforgettable journey together. Apply today to drive success and live your ambition

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