Problem Management Problem Resolver

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

Within the Problem management Practice based on ITIL version 4, the Problem Resolver will be responsible for resolving Problems in his/her competence domain, primarily for L Band / Ka Band supported satellite services. He/she will have end-to-end technical responsibility for the resolution, including identification of the root cause and the deployment of incremental workarounds and the permanent fix. He/she will lead complex technical investigations with domain Subject Matter Experts (SMEs) to ensure corrective and preventative measures are implemented.

The Problem Resolver should be a self-motivated individual with a good understanding of complex technical environments and the technologies used specifically in the L band and 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.

• 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
   

• 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.