Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites.  Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Chief Operations Office 

Inmarsat’s Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers. COO consists of 10 functions including: Satellite Operations, Network Operations, Service Assurance, Service Delivery Aviation and Customer Assurance, Service Delivery and Supply Chain, Project Management Office, Global Cyber Security, Group IT and Real Estate & Facilities.

Primary role purpose:

Within the Problem management process based on ITIL, the Problem Resolver Lead for the FX/GX area will be responsible for coordinating the activity of the Problem Resolvers NMS/Pulse and Terminal to resolve Problems in the competence domain. By harmonizing the effort of the two Problem Resolvers reporting directly, you will have end-to-end technical responsibility for the resolution, i.e. deployment of the permanent fix. You will lead complex technical investigations leading to root cause analysis and implementation of corrective and preventative measures.

The primary purpose of the role is to be a subject matter expert who uses deep technical knowledge and subject matter expertise to support the determination of the root cause of problems, the identification and implementation of permanent fixes (and workarounds).

The Problem Resolver Lead will coach, primarily from a technical perspective, the Problem Resolvers reporting to them.  

Having a passion for top quality customer service, move away from reactive Problem Management into a pro-active methodology to identify underlying technical issues before they impact the customers and support their resolution, thereby delivering a reduction in the number of associated Incidents/Cases.

The Problem Resolver should be a self-motivated individual with a good understanding of complex technical environments and the technologies used, excellent trend analysis and analytical skills, problem solving and team building skills with the tenacity to own and drive programmes of work to resolution.

Key Responsibilities:

• Deep-dive in the Incidents and Cases associated to his/her area of responsibility to identify Problems and support the elimination of root causes;
• The area of responsibility for the Problem Resolver is primarily focused on Retail and Wholesale GX services and associated Value Added Services, with specific regard to the overall iDirect suite, both on the ground station and on the edge. It is expected that the Problem Resolver will however extend his/her area of responsibility to additional components/services 
• Own the resolution of the Problem from a technical perspective in his/her area of responsibility;
• Coach, support, set objectives and oversee the performance of the Problem Resolvers NMS/Pulse and Terminal
• Perform complex technical investigations to rapidly and efficiently identify root causes and permanent fixes;
• Facilitate root cause analysis between technical teams and other Problem Resolvers for cross-over issues;
• Liaise with Vendors, other Inmarsat technical teams to expedite Problem resolution;
• Support the identification of the need for a change request to resolve the problem and follow-up the change implementation until deployment;
• Create or support the creation of a workaround, provide them to the appropriate teams to implement, so that the impact to the Customer is allated;
• Log identified Root Causes, Workarounds, Fix Notes, etc. in the Problem Ticket in Service Now;
• Own the generation of Known Error Articles in Service Now for Problems owned by him/her;
• Initiate actions to fix potential interruptions to services identified during proactive and trending analysis of the services;
• Validate correct associations of Cases and Incidents to Problems for which he/she is the Problem Resolver;
• Facilitate and coordinate technical meetings;
• Lead and facilitate post mortem investigations into high impact faults.
• Verify problems are resolved after permanent fix has been applied by monitoring the related issue. This includes delivery of data analysis to ensure the CI no longer exhibits symptoms and this is needed to support decisions as to whether the problem record can be closed;
• Ultimately contribute to the Problem Management target of reducing Open Problems and improve average time for Problem Resolution

Essential Knowledge and Skills:

• Must have experience & thorough understanding of iDirect product - particularly Velocity Suite
• Educated to degree level or equivalent in communications / network engineering.
• Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector.
• Incident & Problem Management experience within a Service Management Framework.
• Work experience in overall ITIL framework.
• Awareness of Operational Process and Procedures.
• Analytical skills.
• Good International Customer handling skills.
• Good Interpersonal and organisational skills.
• Ability to comprehend complex contexts and to communicate ideas in a simple business language to stakeholders from CXOs to junior analysts.
• Presence and charisma to convince any audience of the route to success and with the ability to build strong and powerful relationships.
• Knowledge of satellite communications and of the telecoms industry.
• Working knowledge of VSAT
• Good understanding of core Inmarsat Products & Services and their capabilities

Desirable Knowledge and Skills:

• Wireless Networking technologies such as WiFi® and Bluetooth®  within a mobile / satellite environment
• Experience in working in a technical and International customer support environment
• Inmarsat Channel Partnership & General Commercial Awareness

You must be eligible to work in this location advertised.

Inmarsat Values: 

Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organisation.

• Accountability – taking ownership, getting results and keeping our promises
• Respect – collaborating, embracing diversity and valuing differences
• Excellence – creating bold solutions for our customers and putting quality at the heart of everything we do