Problem Management Problem Resolver

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

About us

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.

What you'll do

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.

The day-to-day

• 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

What you’ll need

• 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

What will help you on the job

• 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

EEO Statement

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.