ITIL Problem Resolver - Satellite Services

ViaSat Inc.; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

ViaSat Inc. is seeking a Problem Resolver to own end-to-end problem investigations in a complex satellite environment, focusing on L-Band and Ka-Band services. You will drive root-cause analysis, coordinate with SMEs and vendors, and implement permanent fixes to reduce incident recurrence.

You will lead cross-functional reviews, document known errors, and support change requests while maintaining strong relationships with international customers and stakeholders.

Qualifications

• Degree in communications or network engineering.
• Experience with mobile communications technologies (Satellite, Cellular, GSM, GPRS, 3G/UMTS/5G).
• IP data and circuit-switched data/voice connectivity experience.
• Multiple years Incident & Problem Management within ITIL.
• Experience with advanced AI tools.
• Strong analytical and communication skills.
• Ability to work with international customers.
• Knowledge of VSAT, L-Band and Ka-Band.
• Understanding of Viasat products & services.

Responsibilities

• Lead Full Problem Investigation after an Incident to identify root causes and permanent fixes.
• Own the problem resolution technically within your area of responsibility.
• Perform complex investigations to rapidly identify root causes and fixes.
• Coordinate with vendors and other Viasat teams to expedite resolution.
• Create Known Error Articles in Service Now and document root causes, workarounds, and actions.
• Log root causes and follow-up actions in problem tickets and monitor improvements.

Skills

ITIL

Problem Management

Root Cause Analysis

Incident Management

Satellite tech

VSAT L/Band

Vendor Liaison

Education

Degree in communications / network engineering

Job description

ViaSat Inc. is seeking a Problem Resolver to own end-to-end problem investigations in a complex satellite environment, focusing on L-Band and Ka-Band services. You will drive root-cause analysis, coordinate with SMEs and vendors, and implement permanent fixes to reduce incident recurrence.

You will lead cross-functional reviews, document known errors, and support change requests while maintaining strong relationships with international customers and stakeholders.