How we manage the Intelsat General Secure Operations Center (ISOC) can sometimes be hard to explain to people not familiar with satellites. What our technicians basically do is maintain reliable broadband access for commercial and military customers, solving any equipment issue they might have along the way.
Think of the ISOC as a combination ISP/Cable/Phone company, except our people have a “no call will be transferred” policy. Whatever issue the customer has, my team solves it.
Part of the reason we can solve connection problems as they occur is that we put the most robust network in the world at the customer’s disposal. The ISOC has access to over 70 satellites and a terrestrial network that covers six continents. My team on average receives 6,500 emails and 3,500 phone calls per month.
With prompt remedial action, that volume translates into about 400 support tickets on average. And we do it with a smile – after all, a lot of these customers probably don’t get enough of that since they are often calling from hostile environments.
We have a NOC within the ISOC with an autonomous group that is totally dedicated to the Navy’s Commercial Broadband Satellite program (CBSP). The CBSP is designed to bring naval vessels far greater bandwidth and surge capacity than was previously available by accessing C, Ku and X band satcom services.
Increasingly, Intelsat General’s customers are purchasing complete solutions rather than simply satcom broadband. Most of our services require highly secure data delivery services. Information assurance (IA) is a key feature of our support services. One element of our IA is the unparalleled ability to track down interference events using Intelsat’s state of the art geo-location capabilities.
My team is energized by the trust and responsibility granted us by our customers. We’re here to serve those who are serving our country, providing situational awareness, a reliable and secure communications line to home and any help they need to accomplish their mission.