Job Summary:The Activation officer will be responsible for overseeing a team of Activation staff, ensuring seamless activation of VSAT services, including Starlink, KVH, and other satellite-based connectivity solutions. This role requires a strategic leader who can plan ahead, analyze trends, work with large datasets, and provide actionable insights to improve activation processes. The Activation officer will collaborate with ITIL-based workflows to manage work orders and support the delivery of value-added services, ensuring a high standard of service activation for customers.Key Responsibilities:Team ManagementLead, train, and motivate the 24X7 global activation teams to ensure efficient and accurate service activations.Monitor team performance against KPIs and provide regular feedback to drive continuous improvement.Develop and implement best practices for service activation processes.Foster a culture of accountability, collaboration, and customer-centricity within the team.Service Activation OperationsOversee the activation of all VSAT services (e.g., Starlink, KVH), managed value-added services, and other satellite solutions.Manage ITIL-based workflows to prioritize, track, and complete work orders within SLAs.Ensure adherence to ITIL standards for incident, change, and problem management during activation processes.Troubleshoot and resolve activation-related issues, escalating to relevant teams as needed.Strategic Planning and Trend AnalysisAnalyze activation data to identify trends, inefficiencies, and opportunities for process optimization.Collaborate with the Operations and IT teams to implement process improvements based on data-driven insights.Forecast activation demand and resource requirements to ensure timely service delivery.Prepare and present regular reports on activation performance, trends, and recommendations to senior management.Data Management and ReportingWork with datasets to track activation metrics, measure team performance, and evaluate customer satisfaction.Ensure data accuracy and integrity in all activation-related records.Use data visualization tools to communicate trends and insights effectively.Coordinate with sales, customer support, and technical teams to ensure a smooth activation process for customers.Serve as the primary point of contact for escalation of activation related issues.Collaborate with cross-functional teams to ensure alignment on activation goals and priorities.Key Skills and Qualifications:Essential:Bachelors degree in Business, IT, Telecommunications, or a related field.5+ years of experience in operations, IT service management, or a related field, with at least 2 years in a leadership role.Strong knowledge of ITIL practices and workflows (certification preferred).Proven experience working with VSAT services, satellite communications, or similar technologies.Excellent data analysis skills and proficiency in tools such as Excel, Power BI, or similar.Strong problem-solving skills with the ability to make data-driven decisions.Exceptional communication, leadership, and team management skills.Ability to manage multiple priorities and work in a fast-paced environment.Preferred:Experience with similar setup.Familiarity with tools like ZohoDesk, IBIS, or other workflow management systems.Key Performance Indicators (KPIs):Percentage of activations completed within SLA timelines.Customer satisfaction scores related to activations.Activation error rate and rework percentages.Time-to-activation for new services.Trends identified and actionable recommendations implemented.Working Conditions:Office-based with occasional remote work flexibility.May require occasional travel to meet with clients, attend industry events, or collaborate with remote teams.Why Join Us?Be part of a cutting-edge satellite services provider with a global impact.Opportunity to lead a dynamic team in a rapidly growing industry.Work with advanced technologies like Starlink, KVH, and other VSAT solutions.Competitive compensation and career development opportunities.
