Service Performance Analyst job vacancy


Overview: Service Performance Analyst job vacancy in London recruiting now

Ref: 19002849
Employer: Inmarsat
Location: London, United Kingdom
Employment Type: Permanent

Job Details:

Company Description

Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites. Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Chief Operations Office

Inmarsat s Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers. COO consists of 9 functions including: Satellite Operations, Network Operations, Service Assurance, Service Delivery Aviation and Customer Assurance, Service Delivery and Supply Chain, Project Management Office, Global Cyber Security and Group IT

Job Description

Primary role purpose:

The primary purpose of the position will be monitoring and analysing the performance of different Inmarsat services. A key expectation is to provide insightful and timely information on trends and proactive problem detection. In his/her lead role, he/she will be responsible for managing the day-to-day activities, performing the assigned tasks with the necessary quality and responsiveness and ensure a smooth running of the service monitoring and reporting function.

The Data Analyst needs to become very quickly familiar with the Inmarsat BGAN and GX services systems and the existing dashboards (based on Tableau, Splunk and other monitoring systems of the telecom vendors for both BGAN and GX services). He/she needs to possess strong analytical skills and “grasp with numbers” and be able to interpret complex graphs, raw data tables as well as KPI related to network, terminals or applications in order to identify any anomaly which can degrade the performance at system or end-user level.

A high level of competence in manipulating data is required, in order to tailor existing dashboards or create new dashboards to respond to requests from the director in terms of producing daily/weekly/monthly reports using different data sources for internal or external customers. We are looking for someone with a background working with large data sets, with a good understanding of its use and value to business output.

The Data Analyst is also expected to apply a continuously improvement mindset to enhance and optimise the accuracy and effectiveness of the monitoring and reporting tasks.

The Data Analyst will demonstrate a strong work ethic and passion for what they do. They will be a team player, being part of a team who work collaboratively and support one another.


Key Responsibilities:

  • Deliver on the primary objectives of the role:
  • Daily monitoring in quasi-real time of KPI and KQI to quickly detect and report issues affecting the network or terminal status or (paramount!) the end user experience;
  • Compiling weekly and monthly reports for internal and external customers;
  • Turning data into insights using queries and visualization;
  • In particular, anticipating service problems based on trend & pattern analysis;
  • Interpreting automated graphs representing the identified KPI and KQI;
  • Assessing system performance, detecting whether metrics are nominal and detecting and reporting any anomaly;
  • Quickly producing charts and reports for internal and external customers;
  • Make recommendations based on analysis;
  • Log incidents and problems tickets and manage them appropriately until resolution;
  • Work closely with NOC and other COO stakeholders to help them troubleshoot issues through detailed analysis;
  • Work closely with other Service Assurance teams to provide a common, accurate understanding of the end-user experience;
  • Support the Director in the reporting and communication towards the Business Units by escalating in a timed manner any relevant issue, as well as producing well-written and concise performance reports;
  • Maintain good quality documentation and version control for traceability and knowledge sharing;
  • Ensure housekeeping standards.

Essential Knowledge and Skills:

  • Hands-on experience with data analytic tools e.g. Tableau, Splunk
  • University degree, Science or IT-related, preferably at Master level
  • Experience of working in the telecoms industry
  • Excellent analytical and problem-solving skills
  • Experience of applying statistical techniques to recognise trends and correlations in vast sets of data
  • Ability to produce and present compelling data visualisations from your findings using Tableau or a similar tool.
  • A strong understanding of the principles behind relational databases and related technology
  • Practical experience with business applications using enterprise-class databases such as Tableau, GCP or Microsoft SQL Server
  • Ability to develop good working relationships with the other members of the Service Performance team, with other Inmarsat staff, and with external contacts as required
  • Leadership skills to be able to interwork in a multifunctional team who is distributed worldwide
  • Good standard of written English, ability to communicate effectively and to prepare concise written summaries
  • Organisational skills and be analytical and meticulous in your approach, with the ability to work independently and to tight deadlines
  • Excellent working knowledge of standard office software: Excel, Word, Outlook, PowerPoint
  • Willingness and ability to learn rapidly and adapt quickly to changing situations

Desirable Knowledge and Skills:

  • Experience in a similar role in a mobile/telecommunications operator
  • Data analysis using SQL or GCP BigQuery
  • Statistical analysis using SQL, Python or R
  • Experience of system analysis or testing
  • Familiar with ITIL

This is a fantastic opportunity for a passionate individual with experience in data analysis to join the global leader in the exciting field of mobile satellite communications and hone their data analytic skills to make a difference to the customer experience.

Additional Information

You must be eligible to work in this location advertised.

Inmarsat Values:

Our values define Inmarsat s culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organisation.

  • Customer – Providing a unique value to our customers
  • Accountability – taking ownership, getting results and keeping our promises
  • Respect – collaborating, embracing diversity and valuing differences
  • Excellence – creating bold solutions for our customers and putting quality at the heart of everything we do



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