Global TAC Engineer — Incident & Network Ops

Viasat; Batam; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

Viasat is seeking a Technical Assistance Center (TAC) team member to bridge customer operations and DevOps for our global networks. You will support incident response, help restore services, and maintain SLOs/SLA, while building expertise in Viasat networking and satellite technologies.

In this role you will triage alerts, coordinate with engineering and field vendors, communicate status updates to partners, and actively manage tickets to meet SLAs.

Qualifications

• Experience in technical operations such as a Network Operations Center (NOC) or Technical Assistance Center (TAC).
• Hands-on experience managing network incidents, including outage events, circuit-impacting events, or service degradations.
• Proven ability to elevate and coordinate effectively with external vendors and providers to resolve complex technical issues.
• Introductory experience with AI tools and Large Language Models (LLMs), specifically using AI assistants for fixing, documentation, or workflow optimization.
• Basic familiarity with query languages or data analysis tools (e.g., SQL, KQL) to parse logs and system alerts.

Responsibilities

• Triage alerts and escalate critical events to senior teams.
• Coordinate incident response calls and engage engineering teams.
• Provide real-time updates to internal teams and external partners.
• Coordinate field logistics and dispatch onsite vendors to resolve issues.
• Fix and help isolate problems related to Tier 2 customer escalations and document findings.
• Manage ticket queues and ensure alignment with SLAs and SLOs.

Skills

NOC/TAC incident management

Incident response coordination

Vendor coordination

AI tools & LLMs (intro)

SQL / log parsing basics

Tools

ServiceNow

Jira

Salesforce

Job description

Viasat is seeking a Technical Assistance Center (TAC) team member to bridge customer operations and DevOps for our global networks. You will support incident response, help restore services, and maintain SLOs/SLA, while building expertise in Viasat networking and satellite technologies.

In this role you will triage alerts, coordinate with engineering and field vendors, communicate status updates to partners, and actively manage tickets to meet SLAs.