Lead NOC Operator (Government) at AT&T Careers - AT&T Careers
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Keep the wheels of government turning 24/7. In a Government Support role, you’ll join a trusted team of experts who connect over 1,200 different agencies to serious security and mobility. Your work will help make the networks that our country runs on more protected, agile and effective. And with a wide range of opportunities (from Engineers to IT and Cyber Security), your continued growth can always be a top priority.

Lead NOC Operator (Government)

, Virginia

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 Candidate will be assigned Lead duties within
Network Operations Center responsible for monitoring current network status;
responsible for troubleshooting outages using variety of router, switch and
firewalls commands. Support incoming technical calls from multiple customers
and assist either through initial troubleshooting, creating trouble tickets,
reporting status of resolution, or elevating trouble tickets for Tier III
engineers support. Specific Lead duties include (but are not limited to):                                                         
  • Lead a 24x7x365 Network Operation Center’s
    (NOC) operations and personnel.                                            
  • Assign the work load of shift personnel, as
    well as escalate resource constraints to management.                     
  • Oversee day-to-day NOC operations,
    escalations, ticketing and communications with all customers.            
  • Further develop process and procedures within the NOC.                                                   
  • Update and maintain documentation associated
    with processes and procedures (run books).                               
  • Train, mentor and develop Tier 1 & 2
    technicians.                                                   

  • Lead the troubleshooting of major issues
    with NOC monitoring tools.                                                             
  • Coordinate efforts to identify
    root cause and recommend solutions.                       
  • Provide leadership and coordination on
    projects assigned.                                                                                    
  •  Perform process development
    including the development and measurement of SLA’s / KPI’s.                                 
  • Ensure that systemic issues have appropriate
    resolution paths.                                                                               
  • Identify and document root
    cause for priority issues.                                                                                        
  • Generate key reports for
    management including but not limited to: 
    system availability, service level agreements, ticket resolution and
    customer issues.                                                                                                
  • Work alongside and ensure
    mentoring of NOC personnel is occurring to ensure all staff is acquiring the
    necessary skill sets to perform their job functions and meet contractual and
    individual goals.                                             
  • Perform all other related duties as assigned                                                 
  • Subject to call 24 hours, 7 days a week                                                                                                                                          




Problem Solving
Ability, Creative Thinking. Behavioral Competences: Leading people, Persuading
& Influencing, Applying Expertise & Technology, Analyzing, Delivering
Results & Meeting Customer Expectations.                                                                                                                                                             Minimum
experience and education:                                                                                                                                             

  • 5+Years of lead or
    management experience in a Technical support, IT support or Call Center environment                                                                                             
  • Familiarity with Remedy call tracking /ticket management systems                                                                                                   
  • Knowledge of IP Networking concepts 

Required Clearance:
Current SECRET Level Clearance (or above)

Desired:
ITIL
Practitioner Level (or above) certified a plus   Degree
in Computer Science, Electrical Engineering, or equivalent Military experience
and training


AT&T
is an Affirmative Action/Equal Opportunity Employer and we are committed to
hiring a diverse and talented workforce. EOE/AA/M/F/D/V



Job ID 1829302 Date posted 07/12/2018

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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