SR. TECH SPECIALIST, NETWORK OPERATIONS
AT&T Intellectual Property
Bengaluru, Karnataka, India
1d ago

Job Summary : -

Candidate will oversee, and coordinate Incident and Problem management activities associated with a large customer’s global network.

Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Primary functions performed include incident / outage response, coordinating multiple vendors to resolve outages, leading management status bridge updates, Publish Incident status to the customer via bulletins until incident resolution across AT&T and customers.

Be a Subject Matter Expert (SME) on Incident Management Process.

Roles and Responsibilities :

  • Candidate will oversee, and coordinate Incident and Problem management activities associated with a large customer’s global network.
  • Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
  • Primary functions performed include incident / outage response, coordinating multiple vendors to resolve outages and leading management status bridge updates.
  • Publish Incident status to the customer via bulletins until incident resolution across AT&T and customers. Be a Subject Matter Expert (SME) on Incident Management Process.
  • Assist technical teams for speedy resolutions of incidents.
  • Qualifications

    Key Competencies and Skills :

  • Experience in customer operations is critical to this position. Must have experience in interacting and effectively communicating with clients.
  • Candidate must have excellent customer relationship skills, including experience in handling escalations and crisis situations.
  • Independent, self-driven and highly customer focused

  • Able to achieve results through distributed teams and through other functional organizations is essential
  • Candidate must have superior written and verbal communication skills, including the ability to lead real-time incident conference calls to manage the customer expectations, multiple supplier inputs, and coordination with AT&T Management Centers and Transport Maintenance Centers.
  • ITIL Knowledge and certification is required
  • 24 / 7 environment with rotational shift
  • Technical skills

  • Minimum over 10 years of relevant experience in telecommunications & support of managed network infrastructure industry.
  • No less than 2 years of working experience, preferably on customer services interfacing with clients.
  • Strong hands on experience in WAN, LAN, VPN, MPLS, IPSEC Architecture and routing protocols (OSPF, BGP, EIGRP etc.)
  • Extensive hands on experience in troubleshooting of VPN, MPLS and internet links.
  • Experience in troubleshooting any of the SD-WAN product
  • Apply
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