NOC Specialist

Inmarsat Government is a wholly-owned subsidiary of Viasat, Inc., responsible for the organization’s leadership position in the U.S. government market. It is headquartered in Reston, VA, with network assets and operations around the globe. Inmarsat Government provides its services and products in accordance with a system that is registered to ISO 9001:2015. Inmarsat Government, a Viasat, company continues to deliver the world’s most advanced global, mobile satellite communication services to U.S. defense, intelligence, homeland security, public safety and civilian agencies, with highly reliable, secure and affordable connectivity.

Built with government users in mind, Inmarsat Government solutions provide resilient, flexible capabilities to complement government satellite resources, anytime, anywhere. Leveraging an industry-leading scalable, multi-band network infrastructure, Inmarsat Government offers a suite of managed network services and end-to-end communication solutions to support users on land, at sea and in the air, even in the world’s most remote regions. Primary Purpose of the Position:
The NOC Specialist ensures network availability and service integrity by leveraging the tools and resources in the Network Operations Security Center (NOSC). This encompasses device commissioning and activations, network monitoring, fault detection, isolation, resolution, central problem dissemination, and problem tracking, for all facets of IP, VoIP, and RF satellite hardware and services (data, voice, and video). In addition, this position is responsible for Inmarsat Government high profile customers’ service activations and supporting customer ad-hoc missions globally.

The NOC Specialist’s activities are performed on-site, during shift environment, and is considered essential in nature. This position requires the staff member to perform regular network and satellite operations and to respond to operational anomalies arising in the satellite or ground control system. These situations may have severe financial effects for Inmarsat and the operation of Inmarsat telecommunications services globally.

The NOC Specialist is expected to exercise all operations in a professional and disciplined manner, executing routine procedures to the letter. The NOC Specialist is an essential role in maintaining the performance, reliability, and integrity of the Network Operations Center, by proactively monitoring networks, resolving issues, and supporting customer missions. The NOC Specialist ensures the highest standards of service delivery.

This role is critical to building customer trust, supporting operational readiness, and safeguarding mission success.

Key Responsibilities of The Position:
Perform proactive terrestrial and RF network event monitoring, reactive trouble management support, fault isolations, diagnostics and repair. Manage service restoration activities by working with service providers, vendors and tracking trouble ticketing system. Utilize integrated network administration tools in the daily operation of the NOSC. Utilize NOSC Network Management System, Trouble Management manuals, procedures and training material. Support all network moves, adds and changes to include new commissioning, activations, upgrades, deactivations, and decommissionings of customer remote sites.

Ensure all problem reports and NOSC activities are documented within the designated trouble ticketing system. Provide in-depth technical information and guidance to internal and external customers. Provide direction and field support on RF and IP issues associated with customer field equipment via phone and e-mail. Perform internal and external technical and management escalation to appropriate department, executive and/or customer personnel.

Meet or exceed call management performance goals and objectives for the position including First Call Resolution Rate, Average Speed to Answer, and Abandoned Call Rate. Generate, document, analyze, and report network operating metrics including fault management and performance management statistics. Assist in special projects as needed, with the flexibility to change focus as necessary.…