IoT Technical Service Manager

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IoT Technical Service Manager

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IoT Technical Service Manager

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ViasatAbout 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.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 SandP 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 supportProvide technical support, share updates, and disseminate knowledge to global colleagues to foster collaborationDevelop and update procedures and systems for Network Operations and GCO to ensure consistent system behaviour and end-to-end service performanceSupervise resolution of network issues, including traffic restoration, troubleshooting and follow-upConduct network monitoring, provisioning, and routine maintenance to uphold network integrityManage corrective actions during complex incidents, addressing structural problems at the network and element management levelsTake ownership of objectives received from internal and external contacts, ensuring timely resolutionRespond to inquiries from Network Operations and Customer Service, providing expert assistanceRaise support cases with vendors, oversee bug fix implementations, and ensure minimal traffic impactCollaborate with vendor development teams to validate and safely deploy new software and configuration updatesGenerate and deliver regular reports on network traffic, performance, testing, and SLA compliancePerform preventive maintenance and ensure hardware availability, including redundancy schemesContribute to project tasks and support delivery initiativesProvide 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 followedStrive 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 implementationIn-depth understanding of satellite telecommunication technologyFamiliarity with Amazon Web Services (AWS)Strong knowledge of IP protocols and networking conceptsDemonstrated expertise working within international telecommunications network environments, consistently adhering to established processes and proceduresProven track record managing activities across complex implementation projects, ensuring timely and successful deliveryHands-on experience with DevOps practices, facilitating continuous integration and deployment workflowsSolid understanding of ITIL standards, applying best practices to optimize service management processesPractical experience with network operations procedures, ensuring reliable and efficient network performanceProficient in IP networking and related technical skills, supporting network design, troubleshooting, and optimizationAbility to perform effectively under stress and in fast-paced settingsStrong analytical skills for quick troubleshooting and system restoration during emergenciesPositive interpersonal skills with a willingness to share knowledge and train team members to enhance overall team efficiencyMethodical and disciplined work approach, demonstrating commitment and perseverance even under adverse conditionsExcellent organizational and workload coordination abilitiesAbility to work independently with minimal supervision

What Will Help You On The Job

Fluent in English languageCertified Cisco CCNAExperience with ServiceNowExperience in working with StableNetExperience with a database applicationBasic skills with scripting and programming languagesKnowledge 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 here.Seniority level

Seniority level Not ApplicableEmployment type

Employment type Full-timeJob function

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