[Hiring] Problem Manager @Viasat

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.
• Deep technical knowledge in the satcom and telecommunication fields are mandatory.
• Passion for top quality customer service, supporting a move away from reactive Problem Management into a proactive methodology.
• Self-motivated individual with a good understanding of complex technical environments and technologies used specifically in the Ka band satcom environment.
• Excellent trend analysis and analytical skills, problem solving and team building skills.
• Tenacity to own and 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 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.

Requirements

• 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.
• 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).
• 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).
• 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.
• 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.

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.