At a Glance
- Tasks: Resolve complex technical problems in satellite communications and lead investigations.
- Company: Join Viasat, a leader in connectivity across air, land, sea, and space.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Diverse and inclusive workplace with a focus on personal development.
- Why this job: Make a real impact by solving critical issues in cutting-edge technology.
- Qualifications: Degree in communications/network engineering and experience in incident management.
The predicted salary is between 40500 - 49500 £ per year.
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.
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Problem Management Problem Resolver employer: Viasat, Inc.
Viasat is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. As part of the Space Infrastructure team, you'll engage in meaningful projects that contribute to mission success while enjoying comprehensive benefits, competitive pay, and a strong focus on holistic health and wellness. With ample opportunities for professional growth and development, Viasat fosters a culture that values teamwork and encourages employees to thrive in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Problem Management Problem Resolver
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Viasat, Inc. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Viasat, Inc. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Viasat, Inc.!
✨Direct Apply to Viasat, Inc.
Let's not forget to apply directly through the Viasat, Inc. website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Problem Management Problem Resolver
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Viasat, Inc..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Viasat, Inc.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Viasat, Inc.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
