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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
As a part of the TAC, you are responsible for communication and coordination between customer operations teams and DevOps teams that support all global networks. As a TAC Supervisor, you will have opportunities to be at the center of Viasat's Incident Management process, assisting your team to help mitigate any customer-impacting events and helping them to restore services through vendor coordination. You will also have opportunities to see and provide solutions and direction on improvements to processes and procedures for automation designed to reduce customer impact and toil to the rest of the organization.
TAC provides communication and coordination as part of the incident management process that includes outage and customer-impaired events. The TAC is responsible for communicating critical status updates during those events to support teams including commercial aviation, safety services, and residential customers.
The TAC supervisor will collaborate with a very broad group of people, including Dev Ops teams and their leaders and product owners on a regular basis. They will have the opportunity to connect with executive-level leadership during critical customer-impacting events and help to coordinate their teams to engage 3rd party vendors.
The day-to-day
The TAC Supervisor will assess and review day to day reported incidents for their accuracy and participate in any process improvements that are identified as part of our post incident reflection process. They will lead their team's daily needs, provide support, and lead their team towards achieving their career goals while supporting departmental objectives. They will provide or participate in daily, weekly, and quarterly reporting. Supervisors working in an operations team will engage as a duty manager during the incident management process as needed, where they will have a role in communication to executive-level leadership, driving teams towards resolution in a technical bridge, and providing comprehensive summaries to customers after an incident has been concluded. They will have the opportunity to invest in their own leadership path through additional learning and workshops.
What You'll Need
Skills that will help a candidate be successful in this role will include the following skills:
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.
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
As a part of the TAC, you are responsible for communication and coordination between customer operations teams and DevOps teams that support all global networks. As a TAC Supervisor, you will have opportunities to be at the center of Viasat's Incident Management process, assisting your team to help mitigate any customer-impacting events and helping them to restore services through vendor coordination. You will also have opportunities to see and provide solutions and direction on improvements to processes and procedures for automation designed to reduce customer impact and toil to the rest of the organization.
TAC provides communication and coordination as part of the incident management process that includes outage and customer-impaired events. The TAC is responsible for communicating critical status updates during those events to support teams including commercial aviation, safety services, and residential customers.
The TAC supervisor will collaborate with a very broad group of people, including Dev Ops teams and their leaders and product owners on a regular basis. They will have the opportunity to connect with executive-level leadership during critical customer-impacting events and help to coordinate their teams to engage 3rd party vendors.
The day-to-day
The TAC Supervisor will assess and review day to day reported incidents for their accuracy and participate in any process improvements that are identified as part of our post incident reflection process. They will lead their team's daily needs, provide support, and lead their team towards achieving their career goals while supporting departmental objectives. They will provide or participate in daily, weekly, and quarterly reporting. Supervisors working in an operations team will engage as a duty manager during the incident management process as needed, where they will have a role in communication to executive-level leadership, driving teams towards resolution in a technical bridge, and providing comprehensive summaries to customers after an incident has been concluded. They will have the opportunity to invest in their own leadership path through additional learning and workshops.
What You'll Need
- Associates degree (Management, Communications, or Operations) or equivalent experience.
- 2+ years of experience in leading technical customer service-focused teams.
- Ability to generate performance status reports and action plans
- Ability to identify problems, collect data, establish facts, and propose solutions and courses of action
- Ability to demonstrate experience providing excellent verbal and written communication in a sophisticated environment
- Able to talk with various levels within an organization
- Demonstrate an ability to quickly learn and retain the knowledge of new technology
- Proficiency in speaking, writing, and presenting in English
- Understanding of network traffic flow and concepts, including tools used for troubleshooting
- On-call requirement of a minimum once a month
Skills that will help a candidate be successful in this role will include the following skills:
- High degree of accountability at owning issues and showcasing follow-through to complete assigned tasks.
- Multitasking and the ability to handle multiple situations simultaneously.
- Demonstrate an ability to adapt to situations and collaborate on creative solutions as needed.
- Mediation skills to de-escalate and seek out positive mutual outcomes.
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.
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
As a part of the TAC, you are responsible for communication and coordination between customer operations teams and DevOps teams that support all global networks. As a TAC Supervisor, you will have opportunities to be at the center of Viasat's Incident Management process, assisting your team to help mitigate any customer-impacting events and helping them to restore services through vendor coordination. You will also have opportunities to see and provide solutions and direction on improvements to processes and procedures for automation designed to reduce customer impact and toil to the rest of the organization.
TAC provides communication and coordination as part of the incident management process that includes outage and customer-impaired events. The TAC is responsible for communicating critical status updates during those events to support teams including commercial aviation, safety services, and residential customers.
The TAC supervisor will collaborate with a very broad group of people, including Dev Ops teams and their leaders and product owners on a regular basis. They will have the opportunity to connect with executive-level leadership during critical customer-impacting events and help to coordinate their teams to engage 3rd party vendors.
The day-to-day
The TAC Supervisor will assess and review day to day reported incidents for their accuracy and participate in any process improvements that are identified as part of our post incident reflection process. They will lead their team's daily needs, provide support, and lead their team towards achieving their career goals while supporting departmental objectives. They will provide or participate in daily, weekly, and quarterly reporting. Supervisors working in an operations team will engage as a duty manager during the incident management process as needed, where they will have a role in communication to executive-level leadership, driving teams towards resolution in a technical bridge, and providing comprehensive summaries to customers after an incident has been concluded. They will have the opportunity to invest in their own leadership path through additional learning and workshops.
What You'll Need
Skills that will help a candidate be successful in this role will include the following skills:
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.
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
As a part of the TAC, you are responsible for communication and coordination between customer operations teams and DevOps teams that support all global networks. As a TAC Supervisor, you will have opportunities to be at the center of Viasat's Incident Management process, assisting your team to help mitigate any customer-impacting events and helping them to restore services through vendor coordination. You will also have opportunities to see and provide solutions and direction on improvements to processes and procedures for automation designed to reduce customer impact and toil to the rest of the organization.
TAC provides communication and coordination as part of the incident management process that includes outage and customer-impaired events. The TAC is responsible for communicating critical status updates during those events to support teams including commercial aviation, safety services, and residential customers.
The TAC supervisor will collaborate with a very broad group of people, including Dev Ops teams and their leaders and product owners on a regular basis. They will have the opportunity to connect with executive-level leadership during critical customer-impacting events and help to coordinate their teams to engage 3rd party vendors.
The day-to-day
The TAC Supervisor will assess and review day to day reported incidents for their accuracy and participate in any process improvements that are identified as part of our post incident reflection process. They will lead their team's daily needs, provide support, and lead their team towards achieving their career goals while supporting departmental objectives. They will provide or participate in daily, weekly, and quarterly reporting. Supervisors working in an operations team will engage as a duty manager during the incident management process as needed, where they will have a role in communication to executive-level leadership, driving teams towards resolution in a technical bridge, and providing comprehensive summaries to customers after an incident has been concluded. They will have the opportunity to invest in their own leadership path through additional learning and workshops.
What You'll Need
- Associates degree (Management, Communications, or Operations) or equivalent experience.
- 2+ years of experience in leading technical customer service-focused teams.
- Ability to generate performance status reports and action plans
- Ability to identify problems, collect data, establish facts, and propose solutions and courses of action
- Ability to demonstrate experience providing excellent verbal and written communication in a sophisticated environment
- Able to talk with various levels within an organization
- Demonstrate an ability to quickly learn and retain the knowledge of new technology
- Proficiency in speaking, writing, and presenting in English
- Understanding of network traffic flow and concepts, including tools used for troubleshooting
- On-call requirement of a minimum once a month
Skills that will help a candidate be successful in this role will include the following skills:
- High degree of accountability at owning issues and showcasing follow-through to complete assigned tasks.
- Multitasking and the ability to handle multiple situations simultaneously.
- Demonstrate an ability to adapt to situations and collaborate on creative solutions as needed.
- Mediation skills to de-escalate and seek out positive mutual outcomes.
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.