Technial Service Manager- Tampa

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

In this role, you will be the focal point for ongoing support to extremely critical and high-visibility customer operations and network management. Your experience, personality, and professionalism give you the bias and ability to maintain effective organizational and personal relationships at various levels ranging from individual contributor, subject matter expert, to senior government, military, and corporate leaders. This includes methodically driving and institutionalizing proactive coordination, communications, reports, meetings, and operations reviews to the frequency necessary to ensure a common operating picture, situation awareness, organizational alignment, issue management, and performance reporting - internally, externally, and across all stakeholders. This will be performed in conjunction with the Program and Account Managers, and with support from other Service Managers.

You have a background that demonstrates an affinity to, and success in technical operation environments. You ensure a high level of technical performance - not just for single solutions, but for a 24x7x365 sustained operation environment. A satellite, communications, networking, or operations technical background enables you to exercise an extremely strong grasp of the broader customer, application, product, terminal, network, and satellite layers and system in order to successfully lead and deliver mobile satellite networking services and effective system troubleshooting

The day-to-day

• Troubleshooting and correcting complex failures of Hardware, Software, and Network systems. Work is performed locally on site, via remote login, or via phone with "smart hands" located on site. Complexity is based on standard and non-standard configurations of both ViaSat and Customer owned equipment. Problems are on multiple platforms and include the integration between them. Changes to policy-based routing and in-depth understandings of abstract concepts and equipment interaction can be required. Work performed is considered at an Advanced to Expert level in many disciplines including IP networking and Satcom/RF. Advising and supporting remote field service engineers at staffed locations. Aid customers and/or vendors to resolve issues with their equipment or networks to help restore our services.
• Analyzing the root cause of failures. In the process of fixing the problem, hardware or software may need to be replaced, upgraded, reconfigured, etc. Once service is restored, a true root cause must be identified. Root cause is essential to understanding why something happened and how to mitigate it in the future. The analysis of root cause can be complex and can require the re-creation of issues in labs, analysis of logs, repair information, and interacting with development team. Once root cause is identified, procedures are updated and training provided as mitigation.
  
  Performing preventative maintenance of hardware, software, and networks. This is accomplished via routine inspection, backup, physical maintenance, etc. We have set procedures to calibrate systems, take measurements, verify operation, and check for redundancy. This is performed by telephone with "Smart Hands", remotely via computers, and in person.
  
  Performance Trending and Analysis. The networks maintained by the team are very complex. This results in a multitude of parameters, any of which can cause the performance of the network, hub, or terminal to perform at sub optimal levels. This position is responsible for continuously trending the performance of the overall system and the individual hubs that comprise it. This is done using log files, historical cases, direct observation, test terminals, trending software, and dashboards.
  
  Managing Network projects. Global Network Operations has numerous mid to long term initiatives underway at any given moment. The staff is assigned to a project, and they are expected to champion that project from start to finish. This includes coordinating resources and staff both within the staff and external to it.
  
  Documenting procedure creation, corrective actions, configurations, diagrams, etc. The documentation consists of rouble tickets and logs, equipment configurations, wiring diagrams, block and level diagrams, logic diagrams, rack elevation drawings, physical interconnection diagrams, backhaul circuit information, System Change Control, Corrective Action Reports. The documents are used within the team, other groups within ViaSat, and external partners and customers. Accuracy is vitally important as these are prime documents used for troubleshooting issues. Ensuring that procedures are created and maintained is important to the scalability of the Services group.

What you'll need

• 2+ years' experience implementing, administering, and troubleshooting network infrastructure devices, including: firewalls, routers, switches, wireless access points and controllers, and monitoring applications
• Demonstrated knowledge in configuration, installation, resolution and support of satellite earth station equipment and RF performance analysis
• Demonstrable experience deploying and administering virtual machines and hypervisors
• Working knowledge of spectrum analyzer
• Outstanding written and verbal communications skills
• Ability to be on-call in a rotating schedule with a response time of less than one (1) hour
• Associates Degree in Computer Science, Electrical Engineering, Information Technology or equivalent experience
• US Government position. US Citizenship required
• Active DoD TS Clearance with SCI
• Ability to travel up to 30% both domestic and international
• Can work out of a Viasat office

What will help you on the job

• Understanding of bandwidth traffic shaping protocols and implementation.
• Hands-on technical experience working and troubleshooting with VPN technologies (IPSEC, SSL VPN), VRF, routing protocols (OSPF, EIGRP, BGP).
• Experience with programming languages such as Python, Powershell, and SQL
• Experience with automation tools such as Ansible
• Active CCNA, Sec+ and/or A Certifications
• Ability to work variable and/or extended hours, with teammates or alone.

Salary range

$121,000.00 - $191,000.00 / annually.For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $150,000.00- $225,000.00/ annually

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.
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.