IT Support Supervisor

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 lead, engage, train and mentor the members of the IT
Support team, crafting a culture that is inclusive and values exchange of
knowledge, ideas and solutions to support our colleagues and customers.
Moreover, you will partner with several teams across the organization, as well
as Viasat customers globally, as their partner in providing a great support
experience for the IT infrastructure.
The day-to-day:
We believe it is important to give you an idea that is as accurate as possible
of what you can expect in your role. Some of the tasks are mentioned here but
as we believe in Exploring and Evolving, there are always new opportunities as
part of the Viasat team!
* Manage customer's and Intelie's environments, helpdesk and IT systems, including monitoring of quality and performance, also with shift pattern
* Be responsible for problem and incident management, as well as IT Governance processes (inventory management, purchase of equipment and software licenses)
* Coordinate the On-call management of the Support team and send monthly report to the Human Resources and Financial team
* Recommend improvements for Operations and Product teams
* Supervise SLAs and internal customer reporting
* Manage customer support communication channels: telephone, e-mail, portal
* Maintain the knowledge base through problem solving scripts and documentation for users
* Onboard new team members
What you'll need:
* A Degree in Computer Science (or similar field of study) or equivalent work experience
* Proficiency in English
* Strong knowledge of the following solutions:
* Linux environment management
* Cloud Solution Management
* MySQL
* Amazon and/or Azure
* MongoDB
* Experience with monitoring critical high availability environments
* Demonstrable advanced experience in the following areas:
* Incident management
* Network Systems
* Project Management
* Hardware Maintenance
* Familiarity with
* Python
* Ansible
* Jenkins
* Devops/Automation
What will help you on the job:
We are looking for an experienced IT Support Supervisor with around ‎7-‎10 years
of Experience as Support Analyst, with curiosity about new technologies and
looking to share knowledge and experience with their team. Previous work in
the Oil & Gas business as well as with Java Software Administration would
benefit you in your role and allow you to onboard quicker in supporting our
teams.
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.