Technical Lead - Global Mobility Service Operations

ViaSat Inc.; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Viasat in Hyderabad seeks a technically skilled Support Engineer to engage with commercial customers and internal teams, focusing on rapid problem resolution and provisioning of new terminals. You will work with DevOps and TAC to troubleshoot complex SW/HW issues and will train peers on new processes.

Your daily work includes monitoring support channels, provisioning terminals, watching core service health, and documenting incidents while communicating outages to customers.

Qualifications

• Bachelor's degree in a technical discipline or equivalent experience.
• 3–5 years of relevant experience in a technical/support role.
• Fluent in Python, Java and C# with strong Linux/Unix knowledge.
• Experience with SQL, JavaScript, HTML and CRM tools such as Salesforce.
• Solid grasp of TCP/IP and broadband networks.
• Ability to troubleshoot complex systems and networking equipment.
• Experience with network monitoring systems and packet capture tools.

Responsibilities

• Monitor support channels to ensure rapid response and resolution to any issue.
• Support provisioning and configuration of new terminals.
• Monitor core service elements for exceptions.
• Follow appropriate critical issue procedures.
• Document incident progress and resolution details in the ticketing system.
• Communicate outages and maintenance notifications to customers.

Skills

Python

Java

C#

SQL

JavaScript

HTML

Linux/Unix

TCP/IP

Packet capture

Wireshark

Education

Bachelor's Degree in a technical discipline

3-5 years of relevant experience/military experience

Tools

Salesforce

Splunk

Network Monitoring Systems

Job description

About us

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

This position interacts directly with our commercial customers and with various internal groups, including Network and Service Operations Engineers, and program management.

This position includes the MSO duties above and in addition will be working closely with DevOps engineers to investigate and help tackle complex SW and HW issues. Will also connect with the Tactical Assistance Center/TAC on identifying issues with the mobility network, all with a goal of improving overall mobility performance in multiple areas. This person will also have to be able to train peers on the latest process or technology.

The day-to-day

• Monitor support channels to ensure a rapid response and resolution to any problem or inquiry
• Support the provisioning and configuration of new terminals
• Monitor our core service elements for exceptions
• Follow appropriate critical issue procedures
• Thoroughly documenting incident progress and resolution details in our ticketing system
• Communicate outages and maintenance notifications to our customers

What you'll need

• A Bachelor’s Degree in a technical discipline or in lieu of education, 3-5 years of relevant experience/military experience
• Fluent in Python, Java, C#
• Knowledge in SQL, JavaScript, and HTML
• Experience working with Linux/Unix
• Prior experience with CRM tools, such as Salesforce
• Solid grasp of TCP/IP and Broadband Networks
• Adept at performing troubleshooting of complex systems and equipment
• Experience with the use of Network Monitoring Systems
• Experience with hardware and software elements involved in IP networking and satellite communications
• Advanced experience with Splunk
• Packet capture / wire shark skills

What will help you on the job

• 2+ years in a NOC environment or similar technical support role
• 3+ years’ experience in a customer-facing service capacity
• Passionate about customer support and service quality, and enjoys multi-tasking in a fast paced, team environment
• We are looking for someone that enjoys working with the latest networking technologies and is always looking for ways to personally chip in to overall process improvement
• Good interpersonal skills, including the ability to connect with both technical and non-technical audiences

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.