What makes AT&T a global company? For starters, we support an impressive portfolio of large multi-nationals customers wherever they live and work. . We also have one of the largest networks ever created. Today, we’re bringing it all together with revolutionary devices and next generation services for U.S consumers and advanced communication, cloud application, and leading mobility solutions for business globally. Our collaborative approach to innovation is transforming what’s possible – in the home, in the car, and everywhere. With locations across the Asia Pacific, the Americas and EMEA, we’re the network of career possibilities that connects the world.
Shifts: 24X7 rotational shifts.
Roles and Responsibilities:
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:
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 shift Technical skills Minimum 4-10 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 desirable
Education and Qualifications:
Bachelor/masters in electrical/electronic engineering, computer engineering or related discipline
Selected candidates are required to work in mentioned shifts on rotation. Morning 6.30 AM to 3.30 PM, Afternoon 1.30 PM to 10.30 PM, Night 9.30 PM to 6.30 AM and Peak shift 5.30 PM to 2.30 PM (all timing in IST). Customers are predominately from the US region, the frequency of having Afternoon, peak and night is more so candidates need to be flexible.
Had a fantastic experience at at& for the last 14 years in different roles
Great team of colleagues that I worked with and a lot of different cultures which all worked well together.
Some managers do not know how to be a manager and manage a teamFormer Employee - Senior Specialist Technical Support
- One Star Rating
- Two Star Rating
- Three Star Rating
- Four Star Rating
This is the life – the #LifeAtATT, that is. We’re creating what’s next and having a blast doing it. You’re looking for proof? Well, see for yourself.