The day-to-day
Deep dive in the Incidents and related Customer Cases associated to his/her area of responsibility to identify potential new Problems and support the elimination of the related root causes
Lead Full Problem Investigation (FPI), following the occurrence of an Incident/Outage, to identify follow up actions primarily needed for root cause determination and permanent fix deployment
Own the resolution of the Problem from a technical perspective in his/her area of responsibility
Perform complex technical investigations to rapidly and efficiently identify root causes and permanent fixes
Facilitate root cause analysis between technical teams and other Problem Resolvers for cross-over issues
Liaise with Vendors, other Viasat technical teams to expedite Problem resolution
Support the identification of the need for a change request to resolve the problem and follow-up the change implementation until deployment
Create or support the creation of workarounds, provide them to the appropriate teams to implement, so that the impact to the Customer is alleviated
Lead the implementation of corrective actions needed to reduce detection and recovery time for any recurring Incidents
Log identified Root Causes, Workarounds, Fix Notes, follow up actions, reasons for recurring Incidents in the Problem Ticket in Service Now
Be responsible for the generation of Known Error Articles in Service Now for Problems owned by him/her
Initiate actions to fix potential interruptions to services identified during proactive and trending analysis of the services
Validate correct associations of Incidents to Problems for which he/she is the Problem Resolver
Facilitate and coordinate technical meetings
Lead and facilitate postmortem/lessons learned investigations into high impact faults
Verify problems are resolved after permanent fix has been applied by monitoring the related issue. This includes delivery of data analysis to ensure the CI (Configuration Item) no longer exhibits symptoms
Ultimately contribute to the Problem Management target of reducing Open Problems and improve average time for Problem Root Cause Analysis identification and Problem Resolution
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.
Multiple years Incident & Problem Management experience within a Service Management Framework.
Work experience in overall ITIL framework
Work experience in advanced AI tools
Awareness of Operational Process and Procedures
Analytical skills
Good International Customer handling skills.
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.
Deep dive in the Incidents and related Customer Cases associated to his/her area of responsibility to identify potential new Problems and support the elimination of the related root causes
Lead Full Problem Investigation (FPI), following the occurrence of an Incident/Outage, to identify follow up actions primarily needed for root cause determination and permanent fix deployment
Own the resolution of the Problem from a technical perspective in his/her area of responsibility
Perform complex technical investigations to rapidly and efficiently identify root causes and permanent fixes
Facilitate root cause analysis between technical teams and other Problem Resolvers for cross-over issues
Liaise with Vendors, other Viasat technical teams to expedite Problem resolution
Support the identification of the need for a change request to resolve the problem and follow-up the change implementation until deployment
Create or support the creation of workarounds, provide them to the appropriate teams to implement, so that the impact to the Customer is alleviated
Lead the implementation of corrective actions needed to reduce detection and recovery time for any recurring Incidents
Log identified Root Causes, Workarounds, Fix Notes, follow up actions, reasons for recurring Incidents in the Problem Ticket in Service Now
Be responsible for the generation of Known Error Articles in Service Now for Problems owned by him/her
Initiate actions to fix potential interruptions to services identified during proactive and trending analysis of the services
Validate correct associations of Incidents to Problems for which he/she is the Problem Resolver
Facilitate and coordinate technical meetings
Lead and facilitate postmortem/lessons learned investigations into high impact faults
Verify problems are resolved after permanent fix has been applied by monitoring the related issue. This includes delivery of data analysis to ensure the CI (Configuration Item) no longer exhibits symptoms
Ultimately contribute to the Problem Management target of reducing Open Problems and improve average time for Problem Root Cause Analysis identification and Problem Resolution
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.
Multiple years Incident & Problem Management experience within a Service Management Framework.
Work experience in overall ITIL framework
Work experience in advanced AI tools
Awareness of Operational Process and Procedures
Analytical skills
Good International Customer handling skills.
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
