Job Description

This position provides deep technical engineering for the analysis and development of optimal ship to shore communications and data transport to achieve and sustain world class Shipboard Communications and services for the Carnival fleet. This position will be the lead technician and driver of optimization of end-to-end connectivity services for the fleet. This will include analyzing applications to determine what can be done to further optimize and perform studies to determine where efficiencies can be garnered in our end-to-end infrastructure. The position will support Service Delivery Engineers in the collection of hard data and act as the technical advisor for the evaluation of enhancing alternatives that will allow Carnival Corporation's brands to enjoy an optimal level of service across the global satellite, telecommunications, and wireless WAN network. This position will support fellow IT team members on the resolution of network performance issues that require in-depth analysis of traffic statistics and equipment configuration parameters.

ESSENTIAL FUNCTIONS

• Operations:
  • 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
• 24x7 Incident Management
  • Manage our 24x7 Incident Command Center including problem escalation for processes with critical event communication
  • Establish operation monitoring processes and incident management including alerting, triage, escalation, and communications for all shipboard Operations: 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
• 24x7 Incident Management
  • Manage our 24x7 Incident Command Center including problem escalation for processes with critical event communication
  • Establish operation monitoring processes and incident management including alerting, triage, escalation, and communications for all shipboard communication
  • Ensure that issues are resolved in a timely manner and within SLAs
  • For high severity issues, send regular updates to affected brands, ships, and stakeholders
• Fault Identification, Troubleshooting and issue Resolution
  • Lead the identification, troubleshooting, and resolution of shipboard and NOC related issues
  • Create a knowledge base that is available to team staff as well the global shipboard IS staff that will be update as each issue is resolved
  • Escalate to service providers as needed and increase the efficiency and subject matter expertise of the operation team for all shipboard telecommunications issues
• Operations monitoring, availability & performance (Guest/Crew experience = End2End)
  • Monitor performance and availability metrics to allow all Carnival brands to deliver world class services to Guests and Crew
  • In conjunction with key stakeholders, design and establish SLAs and provide reporting on the compliance with these targets
  • Identify needed terrestrial circuits for acquisition
  • Optimize and monitor existing and future circuits
  • Responsibility for fleet availability, ensure maximum uptime is achieved, and escalate issues to vendors and drive to resolution
• Infrastructure health monitoring - of networks, routers, firewalls, WAN optimization
  • Develop a strategy for the automation of monitoring systems to enhance Carnival Corporation's visibility into the fleet's health status
  • Drive a uniform data collection methodology that is efficient and accurate such that each brand can log onto a centralize portal for fleet health reporting
• Bandwidth pooling, process coordination and brand collaboration
  • Design, implement and maintain a satellite bandwidth pooling methodology to optimize fleet bandwidth; create reports which capture effectiveness of bandwidth pooling
• Vendor Portal(s)
  • Define requirements and processes
  • Retrieve data to determine whether vendors are achieving SLAs
  • Monitor vendor performance and suggest improvements
• Baseband & Terminal Infrastructure
  • Implement spares and R&M; design, develop and establish effective sparing and preventive maintenance strategy to increase uptime with maximum cost effectiveness; create metrics to continuously monitor strategy effectiveness
  • Ensure there is an adequate sparing to always support maximum availability
  • Maintain an accurate list of exceptions (HW/SW issues) for each vendor and establish a regular cadence to ensure issues are resolved in a timely manner
• Blockage and Interference
  • Track documented instances of interference and blockage incidents for assigned vessels and find recurring patterns
  • Discuss with assigned satellite operators' ways to prevent or anticipate future incidents
  • Define bypass procedures to avoid the recurrence of anticipated incidents
  • Work with team to develop solutions to decrease blockage impact to the fleet
• Documentation and specifications
  • Define and/or develop infrastructure design and procedures for utilization of global VSAT & Terrestrial networks
  • Work as necessary assisting GIS Operations and service partners to validate, isolate, and resolve issues during pilot and production phases
  • Work with Product Management teams at operating companies to define product specifications as they relate to ship to shore communications
  • Work with Global IT Infrastructure on system design, including hardware and software configuration, estimate of system costs, assessment to ascertain suitability of off-the-shelf or internal build of system components
• Planning
  • Work with bandwidth planning team and satellite providers to perform validation for bandwidth proposals
  • Ensure proposed bandwidth will be acceptable to operate and provide good coverage to meet business needs
  • In addition, perform over the air testing and validation for the technical solutions created by architecture team prior to deployment
• Reporting
  • Management reporting, availability & performance
  • Analyze network performance data and develop plans to address any service impacting trends; develop and provide reporting on a regular basis to brand and corporate management
• Miscellaneous: Perform all other administrative and organizational duties as required (time keeping, training, travel, collaboration, and correspondence, etc.)
• Requires regular movement throughout CCL facilities.
• Must be able to lift in excess of 50 pounds
• May need to stand for long periods of time
• Less than 25% ship-based travel
• Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery
• May be requested to work a different shift

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, Electrical Engineering or Computer Engineering
• Master's degree in Mechanical or Electrical Engineering preferred
• 10+ years of experience Implementing complex telecommunications networks utilizing satellite and terrestrial connectivity
• 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
• Experienced in supporting installations, upgrades, and system integration efforts
• Proven experience in implementing complex satellite and terrestrial communication services
• Experience in Operational Support and/or Service Delivery
• Experience maintaining healthy and progressive partnerships with business units, technical teams, and project management group
• Experience working in a team-oriented, collaborative environment
• Expert in QoS and network optimization
• 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
• Knowledge of both theoretical and practical aspects of satellite communications
• 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
• Competent with interpreting and using electrical and mechanical engineering drawings, cables lists and similar documents
• Proficient with electrical and communications wiring, operation, and setup of personal computers
• Advanced technical expertise in computer and network services for both local and wide area networks
• Strong strategic planning capabilities with proven hands-on implementation experience
• Excellent written and oral communication skills
• Ability to communicate ideas in both technical and user-friendly language
• Excellent presentation and communication skills
• Excellent system level troubleshooting and problem resolution skills
• Ability to collaborate well across geographically diverse teams
• Passionate about service and making a positive difference
• Effective and courteous communications to ship commands, brand IT leaderships and Onboard Revenue Team
• Ability to collaborate closely with Business Relationship Managers to maintain an understanding of business cases and ensure appropriate operations adjustment are made
• Ability to listen to team members and communicate instructions effectively
• Ability to lead, direct and control team members
• Experience leading highly technical engineers and architects
• Ability to handle multiple jobs at the same time
• Working knowledge of MS Office products
• Ability to conduct research into systems issues and products
• Ability to analyze issues, use sound judgment, and solve complex problems
• Highly self-motivated and directed
• Strong organizational skills with a keen attention to detail. Proficient in multi-tasking
• Ability to prioritize and execute tasks
• Understanding of development and project management processes and methodologies
• Understanding of industry trends as well as successful strategies and product roadmaps
• Working knowledge of corporate IT disciplines and group dynamics
• Manufacturer's certifications in satellite communications preferred
  
  #LI-SH1

#LI-Remote
The range for this role's base salary is $120,000 - $135,000. Offers to selected candidates will be 00made on a fair and equitable basis, taking into account specific job-related skills and experience.

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles are also eligible for an additional vesting equity plan.Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays - All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee's discretion.
  • Vacation Time - All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
  • Sick Time - All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement
  • On-site preschool program, wellness center, and health clinic at our Miami campus

About Us

In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!

Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf