Problem Resolver - ITIL | Satcom Incident & Root Cause Lead

ViaSat Inc.; City Of London; On-site; GBP 65,000 - 90,000; Full time

Job summary

ViaSat Inc. is seeking a Problem Resolver to join the Problem Management Practice. You will own end-to-end incident and problem investigations in the L Band / Ka Band satellite services domain and drive root-cause analysis to deliver permanent fixes.

You will lead complex technical investigations, coordinate with SMEs and vendors, and ensure corrective actions reduce incident duration and recurrence across international customers.

Qualifications

• Experience in Incident & Problem Management within a service management framework.
• Familiarity with ITIL v4 processes and practices.
• Strong analytical skills and ability to communicate complex concepts to CXOs and junior analysts.

Responsibilities

• Lead Full Problem Investigation after an Incident/Outage to determine root causes and permanent fixes.
• Own problem resolution from a technical perspective within assigned domain.
• Coordinate cross-functional teams and vendors to expedite problem resolution.

Skills

Incident & Problem Mgmt

ITIL v4

Stakeholder communication

Root cause analysis

Education

Degree in communications / network engineering

Tools

ServiceNow

Job description

ViaSat Inc. is seeking a Problem Resolver to join the Problem Management Practice. You will own end-to-end incident and problem investigations in the L Band / Ka Band satellite services domain and drive root-cause analysis to deliver permanent fixes.

You will lead complex technical investigations, coordinate with SMEs and vendors, and ensure corrective actions reduce incident duration and recurrence across international customers.