IoT Technical Service Manager

Viasat

  • London
  • Permanent
  • Full-time
  • 27 days ago
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:Iot Nano is the next generation and successor of IsatData Pro (IDP) service. This advanced service offers increased capacity, faster speeds, reduced terminal power consumption, and enhanced security.The Successful candidate will take responsibility to monitor, troubleshoot and maintain end-to-end IoT Nano services, communicating any issues that might arise to NCC, SRE and S&P teams. The IoT Nano Technical Service Manager will also assist the Customer support (GCS) and billing teams with any provisioning and CDR issues that might arise as well as being the escalation point for the account managers and 3rd party providers.The IoT Nano Technical Service Manager will also act as a project manager if needed assisting the SRE and SDP teams to develop and enhance the IoT Nano service, making sure that any new features implemented are totally functional before deployment.Additionally, the IoT Nano Technical Service Manager will also update any existing documentation and monitoring as well as provide training to the teams that might require it. The day-to-day:
  • Maintain comprehensive knowledge of assigned systems to ensure effective end-to-end operation and support
  • Provide technical support, share updates, and disseminate knowledge to global colleagues to foster collaboration
  • Develop and update procedures and systems for Network Operations and GCO to ensure consistent system behaviour and end-to-end service performance
  • Supervise resolution of network issues, including traffic restoration, troubleshooting and follow-up
  • Conduct network monitoring, provisioning, and routine maintenance to uphold network integrity
  • Manage corrective actions during complex incidents, addressing structural problems at the network and element management levels
  • Take ownership of objectives received from internal and external contacts, ensuring timely resolution
  • Respond to inquiries from Network Operations and Customer Service, providing expert assistance
  • Raise support cases with vendors, oversee bug fix implementations, and ensure minimal traffic impact
  • Collaborate with vendor development teams to validate and safely deploy new software and configuration updates
  • Generate and deliver regular reports on network traffic, performance, testing, and SLA compliance
  • Perform preventive maintenance and ensure hardware availability, including redundancy schemes
  • Contribute to project tasks and support delivery initiatives
  • Provide operational input and assist in defining and executing roll-back plans when necessary.
  • Adhere to ITIL standards for Change, Incident, and Problem Management to ensure standard process is followed
  • Strive to achieve high service availability and quality to ensure excellent customer experience
What you'll need:
  • Bachelor’s degree in engineering, telecommunications, or a related field; or significant experience in systems engineering management, including telecommunication system design, testing, and implementation
  • In-depth understanding of satellite telecommunication technology
  • Familiarity with Amazon Web Services (AWS)
  • Strong knowledge of IP protocols and networking concepts
  • Demonstrated expertise working within international telecommunications network environments, consistently adhering to established processes and procedures
  • Proven track record managing activities across complex implementation projects, ensuring timely and successful delivery
  • Hands-on experience with DevOps practices, facilitating continuous integration and deployment workflows
  • Solid understanding of ITIL standards, applying best practices to optimize service management processes
  • Practical experience with network operations procedures, ensuring reliable and efficient network performance
  • Proficient in IP networking and related technical skills, supporting network design, troubleshooting, and optimization
  • Ability to perform effectively under stress and in fast-paced settings
  • Strong analytical skills for quick troubleshooting and system restoration during emergencies
  • Positive interpersonal skills with a willingness to share knowledge and train team members to enhance overall team efficiency
  • Methodical and disciplined work approach, demonstrating commitment and perseverance even under adverse conditions
  • Excellent organizational and workload coordination abilities
  • Ability to work independently with minimal supervision
What will help you on the job:
  • Fluent in English language
  • Certified Cisco CCNA
  • Experience with ServiceNow
  • Experience in working with StableNet
  • Experience with a database application
  • Basic skills with scripting and programming languages
  • Knowledge of project management methods and techniques
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 .

Viasat