[Hiring] Problem Management- Problem Manager @Viasat, Inc.

Role Description

Within the Problem Management Practice based on ITIL version 4, the Problem Manager will support the progress to resolution of all priority Problems in the Ka band domain (non GX) for all supported satellite services.

• Support the Problem Owners in the Engineering department during the full lifecycle of the Problem to ensure the target Key Performance Indicators are met.
• Focus on the initial Incident investigation, the identification of the root cause, the deployment of incremental workarounds, and the permanent fix.
• Present the executive summary of the most Critical Problems in the Ka band domain (non GX) to senior management representing key affected stakeholders (e.g. Viasat Commercial Services).
• Communicate the status of these Problems with technical representatives of Viasat’s external Partners and Customers.
• Possess deep technical knowledge in the satcom and telecommunication fields.
• Have a passion for top quality customer service, supporting a proactive methodology to identify underlying technical issues before they impact customers.
• Be a self-motivated individual with a good understanding of complex technical environments and technologies used specifically in the Ka band satcom environment.
• Exhibit excellent trend analysis and analytical skills, problem solving, and team building skills.
• Drive programmes of work to resolution.

Qualifications

• 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 organizational skills.
• Ability to comprehend complex contexts and 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 build strong relationships.
• Working knowledge of VSAT, L Band and Ka Band supported services.
• Good understanding of core Viasat Products & Services and their capabilities.

Requirements

• Have a very good high-level understanding of the Ka-band (non GX) Problems affecting Viasat.
• Approve the initial PostMortem/Full Problem Investigation to identify all issues emerged during the occurrence of the Incident and agree follow-up actions.
• Confirm closure of a Problem, requiring verification that the fix has been deployed and action items completed.
• Support the Problem Owners in the progress of related Problems and eliminate any (inter-team) roadblocks.
• Ensure that the Key Performance Indicators for the top priority Problems are met.
• Present the executive summary of the most Critical Ka-band (non GX) Problems to senior management.
• Ensure that key information for all Problem records is properly documented in the supporting tools.
• Contribute to the Problem Management target of reducing Open Problems and improving average time for Problem Root Cause Analysis identification and Problem Resolution.
• Be the key Problem Management Practice advocate in the engineering environment.

Company Description

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.

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