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LCM - Operations Manager


Operations Management, Service Management Support, and Database Management role works with and alongside Global Service Management to provide a consistent interface to our key customers for all elements of the service delivered and ensures that actions are taken within AT&T to drive improved customer satisfaction. The scope of the role covers SM related tasks in support of a dedicated account, and the role is both proactive and reactive in content. The employee needs to establish and maintain strong relationships with AT&T Customer Service functions, if required with designated customers, and will have a significant role to play in delivering overall Customer satisfaction to our account.

Roles and Responsibilities:

Key aspects of the role include: - Managing multiple tasks in support of Customers and Service. - Focal point from the customer and communicating with internal functions. - Ability to work under pressure and when required outside business hours. - Escalation point for specific tasks and activities. - Engagement for driving incidents closure. - Provide expert knowledge of operational support models. - Office based. - EMEA with occasional US hours. Roles and responsibilities: - Support of variety of different transactional tasks for dedicated customer. - Tasks to be supported with specific (daily, weekly, monthly, custom) recurrence or on an ad hoc basis. - Examples of supported tasks: - Data collection from variety of different AT&T tools and teams. - Data management, analysis and consolidation to transparent customer reports. - Creating of Powerpoint Stewardship decks by using collected data and inputs from internal partners / SMs. - Work in progress reporting, Service Action Plan reports, Dashboard, etc. - AT&T and Telco providers planned maintenance activities tracking and its communication towards customers. - Severity 1 & 2 tickets scrubbing. - Root cause analysis and tracking Preventive Action Items within internal organization. - Capacity management analysis and reporting. - Release management analysis and reporting – creating deck, publishing and tracking for improvement.

Key Competencies and Skills:

Skills and Experience: - Fluent in English (both written and verbal) . - Strong interpersonal skills; positive communication, negotiation skills, interaction skills to deliver positive customer service. - Ability to multitask in a complex environment and deliver to timescales. - Good technical awareness or experience is preferred. - Advanced knowledge of office tools (Excel, Word, PowerPoint). - Pragmatic, lateral thinking and problem solving skills. Flexible, open-minded, analytical and resourceful. - Good presentation skills – bringing things ‘to the point’. - Sufficient seniority to interact at senior levels within AT&T organizations. - Ability to work in isolation and on own initiative in highly pressured situations. - At least 2 years experience in a global network service role. - Previous customer facing experience is an advantage. - Good understanding of the AT&T Business portfolio and technology. - Knowledge of Servers, Storage, and Managed Hosting. - Familiar with Virtual Private Cloud environment. - Familiar with financial terminology, contracts, invoicing, Service Level Agreements. - Data Analysis and Interpretation skills a must. - Database experience preferred. - Understanding of geographical and cultural, human and business differences.

Education and Qualifications:

College/University Degree.

Additional Information:

Information for Slovakia only - Salary from 2020 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.
Job ID 1910566-2I Date posted 09/07/2019

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


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.


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.

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