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 manager of the TAC, you are responsible for a supervisory staff that leads an expert team of 22 technicians that perform day-to-day operations of multiple networks around the world. The TAC is vital in Viasat's DevOps framework by handling incidents, dispatching technicians, and supporting engineers. You will have opportunities to drive improvements and requirements to task development teams that build automations crafted to reduce toil and improve the customer experience. You will also have opportunities to work with world class DevOps engineering teams and their leaders to create efficiency in the DevOps framework. You will be able to connect and advise executive-level leadership during critical customer-impacting events and work with a team to help promote service recovery.

The day-to-day

• Daily you will review network-impacting incidents and change activities across all networks with their supervisory team and participate as needed in any post-incident reviews
• You will provide requirements vital for the TAC to support new upcoming networks and services through process consistency, applying the ITIL V4 framework that supports Viasat's Incident Management, Change Management, and Problem Management practices
• As the manager, you provide a secondary layer of resources for your supervisors as they support the role of the Duty Manager in the incident management practice
• You may be engaged to make business decisions during customer-impacting events to prioritize, call out, and respond to managed service providers and executives
• The TAC manager will be responsible for participating in or, in some cases, hosting quarterly performance-based reporting
• In addition to being responsible for the TAC process and gating new scopes of work, you'll provide support and mentorship to your leaders to help them achieve their career goals and aspirations, meanwhile spending time to develop your own skills as a leader and participate in leadership training and learning workshops
  
  
  

What You'll Need

• Associate's degree (Management, Communications, or Operations) or equivalent experience.
• 2+ years of experience in leading technical, customer service-focused teams.
• Ability to demonstrate experience providing excellent verbal and written communication to various levels of the organization
• Ability to generate performance status reports and presentations for executive-level leadership.
• Ability to identify process gaps, collect data, establish facts, and propose solutions and courses of action
• Mediation skills to de-escalate and seek out positive mutual outcomes.
• Demonstrate an ability to make good judgement calls during evolving scenarios
• Ability to assess risk & identify beneficial outcomes, taking into account business and customer impacts.
• Ability to quickly learn and retain the knowledge of new technology
• Proficient in network traffic flow and concepts, including tools used to solve problems
• On-call requirement as needed to support your 1st level on call supervisors.
  
  
  

What Will Help You On The Job

• Demonstrate a high degree of accountability in owning issues and showcasing follow-through to complete tasks.
• An ability to understand project road mapping and deliver results on time.
• Demonstrate an ability to adapt to situations and collaborate on creative solutions as needed.
  
  
  

Salary range

$97,000.00 - $153,500.00 / 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 $109,000.00- $164,000.00/ 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.