Deep technical knowledge in the satcom and telecommunication fields are mandatory.
The successful candidate should have a passion for top quality customer service, supporting a move away from reactive Problem Management into a proactive methodology to identify underlying technical issues before they impact the customers and support their resolution, thereby delivering a reduction in the number and impact of associated Incidents.
The Problem Manager should be a self-motivated individual with a good understanding of complex technical environments and the technologies used specifically in the Ka band satcom environment, excellent trend analysis and analytical skills, problem solving and team building skills with the tenacity to own and drive programmes of work to resolution.
The day-to-day
Have a very good high-level understanding of the Ka-band (non GX) Problems affecting Viasat including the planned next steps and ability to identify relationships and/or potential duplications within Problems
Approve the initial PostMortem/Full Problem Investigation to identify all the issues emerged during the occurrence of the Incident and agree follow-up actions to address them
Confirm closure of a Problem: this will require verification that the fix has been deployed and the action items have been completed. In case the Problem is resolved on a Risk Accepted basis verify that it is appropriate and information is complete and the risk is logged in the risk register.
Support the Problem Owners in the progress of the related Problems with help to eliminate any (inter-team) roadblocks
Ensure that the Key Performance Indicators for the top priority Problems are met (e.g. PostMortem/Full Problem Investigation, Root Cause Analysis, Problem Resolution). This will require persistent interaction, re-prioritization requests and ad hoc meetings with Problem Owners and their management
The Problem Manager will present the executive summary of the most Critical Ka-band (non GX) Problems to senior management representing key affected stakeholders (e.g. Viasat Commercial Services). He/she shall also be prepared to communicate the status of these Problems with technical representatives of Viasat’s external Partners and Customers.
Ensure that key information for all Problem records, especially the higher priority ones, is properly documented in the supporting (Jira IM, wiki PostMortem, ServiceNow) tool by chasing the respective Problem Owners
Ultimately contribute to the Problem Management target of reducing Open Problems and improve average time for Problem Root Cause Analysis identification and Problem Resolution
Be the key Problem Management Practice advocate in the engineering environment to promote Problem Management enhancements with and to gather feedback from the engineering teams
What you'll need
Educated to degree level or equivalent in communications / network engineering.
Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS, 5G
IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector.
Minimum 5 years Incident & Problem Management experience within a Service Management Framework.
Work experience in overall ITIL framework
Awareness of Operational Process and Procedures
Analytical skills to assist quick understanding of complex problems
Experience in dealing with high-profile international customers.
Good Interpersonal and organisational skills.
Ability to comprehend complex contexts and to communicate ideas in a simple business language to stakeholders from CXOs to junior analysts
Presence and charisma to convince any audience of the route to success and with the ability to build strong and powerful relationships
Working knowledge of VSAT, L Band and Ka Band supported services
Good understanding of core Viasat Products & Services and their capabilities
What will help you on the job
Wireless Networking technologies within a mobile / satellite environment
Experience in working in a technical and International customer support environment
Viasat Channel Partnership & General Commercial Awareness
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.
Have a very good high-level understanding of the Ka-band (non GX) Problems affecting Viasat including the planned next steps and ability to identify relationships and/or potential duplications within Problems
Approve the initial PostMortem/Full Problem Investigation to identify all the issues emerged during the occurrence of the Incident and agree follow-up actions to address them
Confirm closure of a Problem: this will require verification that the fix has been deployed and the action items have been completed. In case the Problem is resolved on a Risk Accepted basis verify that it is appropriate and information is complete and the risk is logged in the risk register.
Support the Problem Owners in the progress of the related Problems with help to eliminate any (inter-team) roadblocks
Ensure that the Key Performance Indicators for the top priority Problems are met (e.g. PostMortem/Full Problem Investigation, Root Cause Analysis, Problem Resolution). This will require persistent interaction, re-prioritization requests and ad hoc meetings with Problem Owners and their management
The Problem Manager will present the executive summary of the most Critical Ka-band (non GX) Problems to senior management representing key affected stakeholders (e.g. Viasat Commercial Services). He/she shall also be prepared to communicate the status of these Problems with technical representatives of Viasat’s external Partners and Customers.
Ensure that key information for all Problem records, especially the higher priority ones, is properly documented in the supporting (Jira IM, wiki PostMortem, ServiceNow) tool by chasing the respective Problem Owners
Ultimately contribute to the Problem Management target of reducing Open Problems and improve average time for Problem Root Cause Analysis identification and Problem Resolution
Be the key Problem Management Practice advocate in the engineering environment to promote Problem Management enhancements with and to gather feedback from the engineering teams
Educated to degree level or equivalent in communications / network engineering.
Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS, 5G
IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector.
Minimum 5 years Incident & Problem Management experience within a Service Management Framework.
Work experience in overall ITIL framework
Awareness of Operational Process and Procedures
Analytical skills to assist quick understanding of complex problems
Experience in dealing with high-profile international customers.
Good Interpersonal and organisational skills.
Ability to comprehend complex contexts and to communicate ideas in a simple business language to stakeholders from CXOs to junior analysts
Presence and charisma to convince any audience of the route to success and with the ability to build strong and powerful relationships
Working knowledge of VSAT, L Band and Ka Band supported services
Good understanding of core Viasat Products & Services and their capabilities
