Integrated Service Desk Engineer
AT&T
Bengaluru, Karnataka, India
13d ago

AT&T was the first to deliver advanced telecommunications and technology services to companies headquartered in India. That means big things for your career.

Not only will you join one of the most exciting telecom markets in the world, you’ll bring your technology expertise to local as well as international customers.

Job SummaryCandidate 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.Shifts : 24X7 rotational shifts.Roles and Responsibilities : Roles & Responsibility?

Responsible for the quality and integrity of the Incident Management process?End to end Management of the lifecycle of Major incidents.

  • Focus on Service restoration?Responsible to identify and capture impact and urgency. ?Leading technical bridges and coordinating service restoration efforts with various service centers, vendors, suppliers and service providers?
  • Providing a timely update on Executive Management bridges for Major incidents as required until closure?Participating in Customer management bridge for major incidents and facilitating incident resolution by collaboration with Customer and suppliers.

  • Identifying incidents which need special attention or escalation?Timely management of escalation (per SLA durations) when there is no clear path to resolution by maintaining proper visibility for critical issues and ensuring the right resources are engaged to resolve the incident?
  • Managing break-fix activities during incidents to provide any workaround solution incident resolution?Candidate must identify, classify, resolve, and document issues that cannot be resolved through the Incident Management Process.

    Manage & Drive Telecommunication, Network & IT infrastructure escalated incidents. ?Manage Incident progress & resolution communications.

    Publish Incident status to the customer via bulletins until resolution. Candidate will develop reporting, tracking and remediation criteria for chronic issues.

  • Document troubleshooting steps and service restoration details, Create and submit knowledge articles.Key Competencies and Skills : Key Competencies Operational & Professional 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?Good interpersonal skills?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.

  • Candidates having good technical knowledge admired to move to an operational role ?Fluent English is Mandatory?ITIL Knowledge and certification is required?
  • 24 / 7 environment with rotational shiftTechnical skills?Minimum 1- 5 years of relevant experience in telecommunications & managed network infrastructure industry?

    No less than 2 years of working experience, preferably on customer services interfacing with clients.?No less than 3 years of hands on experience on Networking / IT infrastructure as an engineer (any of the one listed WAN, LAN, Voice, IT infrastructure, Hosting, Servers, Firewall, NOC etc) ?

    Excellent knowledge of WAN, LAN & Voice technologies to manage the IT operations?Good knowledge on various Router, Switches.

    Load Balancers, Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc?Strong understanding of Voice, Data and IP networks is required.

  • Any network / Voice / Firewall Certifications is required. CCNA & CCNP certifications are desirableEducation and Qualifications : Bachelor / masters in electrical / electronic engineering, computer engineering or related discipline ITIL & CCNA Certification is and CCNP will be an added advantage.
  • Roles and Responsibilities : Key Competencies and Skills : Education and Qualifications :

    Interesting to work with AT&T which always expected their employees to groom.

    Pros

    You will always get the credit for your work and also will be appreciated. Even in this much of big team you will always be recognisable.

    Cons

    Deadlines they are giving is very short period. So, always need to extend our times in the office and sometimes need to work on holidays.

    Current Employee - QA Tester

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