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
The Batam NOC Controller is responsible for the 24/7 monitoring of Viasat’s global networks and infrastructure to ensure continuous service availability and rapid incident response. The main responsibility of this role is managing the Incident Management process end-to-end, coordinating technical recovery efforts, and ensuring timely communication and resolution.
In addition, the NOC Controller is responsible for handling customer cases brought to the NOC, especially those occurring outside of normal working hours and during weekends when other support layers are unavailable.
You are a motivated professional with a solid technical background, passionate about monitoring complex systems and ensuring critically important services are delivered without disruption. You work well under pressure, follow structured processes, and collaborate effectively across teams.
The day-to-day
Monitor network and system performance 24/7, proactively identifying and responding to any hazardous conditions, service degradations, or outagesLead the Incident Management process, coordinating restoration activities, logging incidents, and ensuring timely communication with stakeholdersHandle customer cases escalated to the NOC, especially during off-hours (nights, weekends, holidays), ensuring resolution or appropriate resolution pathMonitor distress traffic and ensure successful delivery to Maritime Rescue and Coordination Centres (MRCC)Monitor and respond to security threats in IP networks with initial analysis and actionAnalyse system logs and perform routine checks to ensure service reliability and stabilityMaintain comprehensive and up-to-date documentation of incidents, activities, and shift handoversUpdate and manage incidents in the ServiceNow (SNOW) system throughout the incident lifecycleProduce shift performance and incident reports and escalate unresolved issues to appropriate technical teamsKeep all monitoring tools, processes, and procedures current and relevantSupport engineering teams during installation, testing, and configuration tasksContribute to the development of knowledge base articles to strengthen the Incident Management processSupport efforts to automate and streamline operations, working closely with DevOps-minded teams
What you'll need
Bachelor's degree in Electronics, Telecommunications, IT, or a related fieldMinimum of 3 years of relevant experience in a Network Operations Center or similar technical operations/support roleFluent in English with effective verbal and written communication skillsDeep technical foundation with experience in NOC or technical customer support rolesSolid understanding of Satellite and GSM telecom technologiesStrong incident handling and fix capabilities under pressureStructured, analytical approach with sound problem-solving skills and attention to detailExcellent customer focus and interpersonal abilities in team environmentsProficiency in reporting and documenting technical processes and incidents
What will help you on the job
In-depth knowledge of Viasat services and productsFamiliarity with ITIL standard methodologiesExperience with OS platforms (Linux, Unix, Windows, VMS)Use of network monitoring tools in a professional settingExperience delivering training or mentoring colleaguesCCNA (Routing & Switching or higher) certification is a plusExperience with scripting languages such as Python, Bash, or PowerShell to automate tasks and improve operational efficiencyUnderstanding of DevOps principles and experience supporting CI/CD or infrastructure automation is highly desirableAn English TOEFL certificate with a minimum score of 550 (PBT) or an equivalent qualification is a plus
Special Working conditions:
Required to work in a 24x7 rotating shift environment, averaging 40 hours per weekMust be able to work under pressure and manage incidents in time-sensitive conditionsMust treat operational and customer information with strict confidentialityMust be flexible and willing to travel internationally for job-related purposes and to work abroad for short durations when requiredEEO 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.