Job Description: Incident Management: Candidate will oversee, and coordinate Incident and Problem management activities associated with a large customer’s global network. Primary functions performed include incident/outage response, coordinating multiple vendors to resolve outages, leading management status bridge updates, conducting root cause reviews, and developing Service Action Plans (SAP) through completion. 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 customer via bulletins until resolution. Candidate will develop reporting, tracking and remediation criteria for chronic issues.
Problem Management: Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate support center, IT staff and Customers to ensure accurate and appropriate communications during Problems; Responsible for Ownership and Coordination of actions of those problems. Very good understanding and awareness of the ITIL Problem management process and procedures. Perform the management of both reactive root-cause analysis and proactive trend analysis within IT. Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, departments, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce Escalation Reports on recurring issues and issues not being resolved. To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit.
Required Skills/Key Competencies: Experience in customer operations is critical to this position. Candidate must have excellent customer relationship skills, including experience in handling escalations and crisis situations. Candidate must have superior 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. Strong understanding of Voice, Data and IP networks is required. ITIL Foundation Certification is required. Fluent English is required. Certifications in Network Infrastructure will be added advantage. Command and Control on Customer Bridge Calls.
Minimum Experience : 5 to 8 years in Network Infrastructure. Shifts : 24X7 rotational shifts. Office Worker
Education Qualification: Preferred: Undergraduate degree with specialization/major as Information Technology. Basic Network knowledge on Routing, Switching, WAN etc., Added Value: ITIL, Network Certifications, SDWAN and other latest technologies.
Weekly Hours:
40
Time Type:
Regular
Location:
Bangalore, Karnataka, India
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
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