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.
What you'll do
The primary role of the EMEA Customer Engineering Team is to investigate, minimise the impact and identify remedial action(s) to address incidents and problems with corrective actions to stop incidents or issues occurring again. The aim of the team is to drive customer loyalty through improved performance and increase revenue through enhanced SLA performance.
The role will be providing key coordination between Original Equipment Manufacturers (OEMs), VARS, partners, ABU teams and wider Viasat operational and engineering teams in support of service improvement across Viasat, GX, EAN platforms. This could also be expanded into L-Band services in future.
This is a key role to support the wider aviation teams, OEM’s, VARs and partners by working closely with subject matter experts and Engineers to follow up on corrective actions identified by root cause analysis for resolution of known problems or key service impacting issues. You will also drive problem capture & linking to known issues from regular communications with internal and external partners
The day-to-day
- Collaborate with subject matter experts to proactively drive problem root cause analysis outcomes to a permanent fix for continual service improvement
- Change manage partner, OEM & VAR issues/problems captured during investigations
- Work closely with Technical Service Engineers and platform teams to identify key issues identified through partner interaction, data and other teams that impact service availability and also linking to current known issues
- Analyse data sets, information feeds and resources to interpret and identify trends and problems impacting service and report them
- Automation and proactive notification and reporting of detected issues and trends
What you'll need
- Aviation industry experience
- Ka/Ku SATCOM and Aviation Communication systems
- Strong understanding of ABU products and services
- Strong fixing and analytic skills
- Linux experience and administration (RHEL/Ubuntu/CentOS/ALMA etc)
- Data and database management and query (SQL/PGSQL)
- Python
- Experience with working in an operational and engineering environment
- Clear and concise communication skills; ability to articulate technical material to both a technical and non-technical audience
- Must be able to communicate at all organisational levels
- Excellent inter-personal and communication skills
- Ability to work under pressure
- Ability to adapt and change in a dynamic working environment
- Available and willing to travel worldwide
- Quick thinking and delivery focused with a meticulous attention to detail
- Accustomed to working in cross-functional teams
- Excellent organisational skills with the ability to multi-task
- Experience with mobile network and user terminals
What will help you on the job
- Gx and/or VSAT experience
- Experience with Legacy Inmarsat systems
- Inmarsat L-Band services experience
- Previous experience liaising with Value Added Resellers and OEM’s
- A good understanding of ABU products and services
- Working knowledge of problem management Processes
- Kafka, Apache Airflow/ Streamsets
- DPI and traffic shaping technologies and mechanisms
- Containerization and Virtual Machine / Virtualization environments
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.
