Operations Center Manager (Duluth) at AT&T Careers - AT&T Careers
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Operations Center Manager (Duluth)

Columbia, Maryland

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Job Description: Supervise the 24x7 centralized operations staff in the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refers issues to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance.
Responsibilities include:
  1. Implementing moderately complex core business processes and assists in process improvement initiatives to enhance customer service. Identifies process matters of significance or enhancements and implements.
  2. Leading Incident Response during critical outages and ensuring proper notification to management and customer POCs.
  3. Evaluating employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
  4. Leading incident response during critical outages and ensuring proper notification to management and customer POCs.
  5. Preparing Daily Report on Incidents/Change/Problem tickets and SLA status
  6. Preparing summary report on all Major incidents occurring on shift
  7. Preparing Operations Center scheduling.



Required
Skills, Experience, and Education
:  Shall have seven (7) years of experience
that may include a combination of work history and education. A master’s
degree is equivalent to 6 years of experience, a bachelor’s degree is
equivalent to 4 years of experience and an associate’s degree is equivalent
to 2 years of experience. The degree must be from an accredited college or
university. Must have experience working with customer technology and support
requirements.

  1. Experience working with SLAs
  2. Strong time management and communication skills
  3. Strong interpersonal and presentation skills
  4. Strong troubleshooting and technical skills in networking and
    desktop support.
  5. Experience with enterprise management monitoring tools such as
    HP Openview, Solarwinds, or Splunk a plus.
  6. Experience with ITSM tools such as Remedy, Service Now, Service
    Manager, or equivalent required
  7. Experience scheduling in a 24x7 environment

Required Clearance: Candidate must have a TS/SCI polygraph
clearance

Desired: ITIL v3 Foundations
certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions
Associate (MCSA), Cisco  Certified Network
Associate (CCNA), or similar certification desired



Job ID 1903683 Date posted 01/11/2019

AT&T a good place to be

Pros

I believe in AT&T and know they are at the edge of technology. The company believes in their people and offers all kinds of training to enable us to take on new jobs and to stay at the front of technology. The software defined network which we are building is the newest technology and AT&T has been involved since early 2000s. You have a great deal of autonomy at AT&T as long as you get the job done. You have the ability to do different jobs and to be challenged at all times.

Cons

I really have little negative to say about AT&T I have worked here for 35 years on March 23rd of 2016.

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