Paris, France: MCR Operations Team Leader – Satellite & Media - Arqiva

Job Vacancy: 
MCR Operations Team Leader – Satellite & Media - Arqiva

Paris, France

An exciting opportunity has arisen to provide support in the delivery and performance of all customer services delivered through the Paris Master Control Room. Applicant must be fluent in both French & English.

Key Responsibilities
  • As part of a service management hierarchy within the MCR, provide guidance and instruction to the Operational Engineers in monitoring the status and performance of all customer services delivered through the Paris Master Control Rooms, in particular this role will be responsible for customer interface in regard to service delivery.
  • Note, on occasions, the Supervisor may be required to assist in providing operational shift cover within the MCR areas.
  • To implement and maintain operational systems and processes to provide a high level of service delivery in accordance with contracts and agreed procedures, typically target 99.99% average service availability.
  • Manage the successful and timely resolution of service related incidents, ensuring that fault conditions are communicated in a timely manner to maintenance staff, customers and service suppliers. This includes escalations to management, call-out of maintenance engineers and customer escalation as detailed in the escalation procedures.
  • In conjunction with the head of Technical Services, ensures that all service affected incidents are documented in incident reports, issued to the customers in a timely manner and actions and recommendations are followed up with the customer.
  • Provide cover in the escalation procedure as required when Manager is not available.
  • To collate and issue monthly customer reports / KPI. Attend regular review meetings with customers, as required, and instigate Customer Improvement initiatives to enhance the customer experience.
  • To supervise assigned MCR shift staff, providing line management to a team of 9, conducting regular team meetings, appraisals, induction and staff development.
  • To manage the effective MCR shift rostering.
  • To provide operational contribution to a service design, implementation and procedurisation as directed, bringing knowledge of the Customers expectations.
  • To provide out of hours on call support and management escalation of trouble tickets and major issues

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