Mobility Service Operations Manager - EMEA
London
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:
- Staff, develop, coach and manage a team of Operations Support team members
- Fulfil reporting functions including Incident management, service requests, outages/impairments, MTTD, MTTR & Major Incident reporting to network and aircraft/fleet level against SLAs.
- Review and maintain Incident management ticketing system.
- Maintain a service-oriented environment focused on Incident prediction, detection, and resolution.
- Provide exceptional services to internal and external customers.
- Coordinate shift work schedules, personnel assignments, and time-off requests.
- Monitor and manage the Service Operations team compliance with established policies & procedures.
The day-to-day:
- Maintain, drive, supervise and implement processes and procedures for daily operational support against SLA requirements
- This position includes a requirement to be on-call
- Reports to the Head of Customer Performance Analysis & Improvement
- Manage and coach the Operational Support team
- Responsible for maintaining shift rotation to maintain 24x7 support for our Airline customers
What you'll need:
- Background experience in Network Operations
- Highly motivated, self-starter who understands operations and technology best practices, policies, procedures, and processes
- Proven success managing large teams of highly skilled individual contributors in a high-pressure environment
- Demonstrable understanding of IP data networks, Backhaul & Interconnect, RF systems, and satellite communications
- Exceptional verbal and written communication skills (English)
- Proven ability in driving efficiencies within an operational environment
- Successfully manage and serve internal and external customers and partners
- Ability to travel up to 10%
- Extensive knowledge of ServiceNow
- Experience of applications: - JIRA, Salesforce, Confluence, Slack, Microsoft products, Cloud based data warehouses and tools
What will help you on the job:
- Demonstrated understanding of Network Operations, IP broadband networks, Backhaul & Interconnect, RF Systems, Internet Service Provider (ISP) operations and satellite communications (SATCOM)
- Proven leadership abilities and a track record of driving operational excellence
- Ability to manage change within an operational environment
- Delineate and streamline business processes to improve operational efficiency
- Proficient in standardized, process-centric environments and frameworks, such as ITIL-based processes
- Analytical skills and proactive anticipation that lead to early incident resolution
- Ability to engage in creative problem-solving and effectively manage changes to process and methodology
- Ability to lead and motivate a team of mixed technical skill level operational support staff
- Ability to effectively field questions, discuss operational and technical issues, explain analysis and support tracking of key projects with a wide range of audiences with varying levels of technical acumen
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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