Ticketing agent Jobs in Merzig

Every day, Eltrona Interdiffusion connects you to the world, your loved ones, your entertainment, culture, news, and work. As an Internet provider, we are responsible for maintaining the link between you and your world while ensuring that we offer you the best technologies.

Founded in 1969, Eltrona is a provider of TV, ultra-high-speed internet, and landline and mobile phone services. We build and manage our own cable TV and fiber optic infrastructure.

We currently employ 105 talented individuals in all areas of our business, and we are now looking to strengthen our team core network !

The desired profile: Head of Core Network & Network Operations Center (M/F/X)

Main Mission :

Lead the Core Network team covering two complementary areas:

(1) Core network infrastructure — headend, hubs, TV platforms, service distribution — and

(2) Network monitoring and second-level technical support (NOC).

Ensure availability and performance across the entire service delivery chain (TV, internet, telephony). Lead technology evolution projects in coordination with Telenet.

Activities and Responsibilities :

Core Network Management

• Ensure availability and quality of the headend platform (SLA, uptime > 99.9%)
• Define and lead the operational strategy for the headend and hubs
• Oversee preventive and corrective maintenance operations for infrastructure
• Manage critical platform incidents impacting subscriber services
• Supervise relationships with equipment vendors and external providers (interfaces, content), relying on the Headend Technician as the operational point of contact

Network Operations Center Mangement

• Define network KPIs and alert thresholds within the NOC
• Oversee second-level support quality: ticket resolution SLAs, prioritization, coordination with First Level Support
• Lead proactive signal quality analysis and anticipate service degradation
• Organize shift schedules for the Monitoring & Support NOC Technician and ensure coverage
• Produce technical reporting (core network + NOC) for the CTO and Telenet

Evolution Projects & Transformation

• Define and deploy network capacity strategy and spectrum allocation strategy
• Lead evolution projects: DOCSIS 3.1/4.0 migration, DAA (Distributed Access Architecture) deployment
• Contribute to network function virtualization (vCMTS, cloud-native headend)
• Ensure alignment with Telenet standards and technical roadmap
• Conduct technical evaluations and vendor negotiations for core network and NOC equipment

Management & Development - Core Network & NOC

• Manage a team of 10+ experts: Headend Technician(s) (infrastructure) and NOC Support Technician(s) (monitoring/support)
• Support team transformation and organizational changes alongside company transformation
• Manage planning and budget follow-up for Core Network and NOC (OPEX and ~€0.5M CAPEX)
• Organize on-call schedules (Core Network) and shift rotations (NOC) ensuring 24/7 coverage
• Develop team skills on new technologies (DOCSIS 4.0, DAA, virtualization)
• Ensure technical documentation and knowledge sharing between both areas
• Drive progressive cross-skilling between Core Network and NOC teams

Key competencies :

Technical & Professional Skills

• Strong expertise in headend technologies: CMTS/CCAP, RPD, DOCSIS 3.0/3.1, DVB-C/DVB-S/IPTV
• Solid knowledge of NOC systems and network monitoring/supervision tools
• Knowledge of RF, HFC, and cable network architectures
• Experience in technical project management (migration, virtualization)
• Understanding of support processes (ticketing, SLA, escalation)

Soft Skills

• Technical leadership and ability to manage teams working on-call and in shifts
• Intellectual and team leadership: acting as a key technology architect
• Strategic vision and ability to anticipate technological evolutions
• Crisis management and resilience (major outages impacting subscribers)
• Ability to organize and lead two complementary operational areas (infrastructure + monitoring)
• Comfortable working in a group/matrix environment (Telenet)

What we offer :

• Permanent contract (CDI)
• Company car + Fuel card
• Flexible working hours, with the possibility of remote work
• Dynamic work atmosphere in a growing company
• Meal vouchers
• Extra-legal benefits, including a free Eltrona subscription