Problem Management- Problem Manager

At Viasat, the work you do helps people stay connected in ways that matter, from everyday moments to critical missions across air, land, sea, and space.

We’re a place for people who are curious, bold, and motivated by meaningful work. Here, you'll have the opportunity to make an impact, explore new possibilities, and grow your career in ways that align with your interests and goals. When you're ready to take on something new, you'll find leaders who support your development and help you turn your ambition into action.

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.

He/she will support the Problem Owners in the Engineering department during the full lifecycle of the Problem to ensure the target Key Performance Indicators are met. This will focus on the initial Incident investigation, the identification of the root cause, the deployment of incremental workarounds and the permanent fix.

The Problem Manager Lead will 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). He/she shall also be prepared to 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.

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.

• 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

• 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

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.