Job Description:

Overall Purpose: This career step requires limited level experience. Responsibilities are inclusive to Production Application Support (PAS) functions and/or Business Operations Assurance (BOA) functions. PAS responsibilities include: Performing Application Monitoring and Response, Application Problem Management/Resolution, Application Change Management and Implementation, Scheduling, Tuning and Configuration of Application and Infrastructure Components, Project Implementation work associated with new applications or changes to existing applications, and Service Assurance Management, Status and Metrics. Key Roles and Responsibilities: BOA responsibilities include: Works as a liaison and escalation point for clients and other IT organizations as a subject matter expert across the business and application towers for the business processes they represent; Management, ownership and/or leadership of Critical Business Services (CBS); Proactively utilize tools to analyze E2E Business Transaction Flows across Application Eco- Systems with Business Partners; Business flow Monitoring and Response; Issue Life Cycle Management/Resolution; Root cause analysis and resolution; Partner with COE and Business on Business Case justification; Service Assurance Management, Status and Metrics. Both PAS and BOA are responsible for the uptime and availability of supported applications as well as managing the deployment of application upgrades in the pre-production and/or test or production environment. Application support may include other associated software or hardware components required for the application to work. On call 24X7 in the event of an outage and must be knowledgeable about the specific applications they support. Work closely with COE and Development organizations for any defects, upgrades, or enhancements. Monitor application availability, or end to end application performance and metrics, via a standard tool set and take proactive actions as issues arise. Interface closely with 3rd party vendors as needed. Manage application availability issues, CBS ownership, application productivity, end to end business flowthrough, work user issues associated with customer ordering, provisioning, and service assurance, and help to coordinate integrated problem resolution. Solves non-routine problems by independently applying judgment to established analysis and standard approaches for CBS business issues and transaction flow thru issues. Provides administration of the tools necessary to support the CBSs: supports, tests and configures performance tools. Also support CBS Alarm/Transaction Flow Analysis/Correlation. Oversight of vendor/supplier functions. Identifies areas for improvement and develops action plans to improve CBS and application performance. Oversight of SLAs (Service Level Agreements) and provides input on long range planning. Business Partner liaison and reporting. Participate in the established ITO Problem Management process.

Additional responsibilities include:

• Performing Application Monitoring and Response.
• Application Problem Management/Resolution –VM based Applications and Azure Cloud based.
• Application Change & Configuration Management, Deployments, Tuning/Optimization of VMs.
• DNS entry maintenance, Application Astra compliance, Boot Diagnostics
• Scheduled maintenance of Clusters (AKS) & changes in line with business requirements
• Storage account (Data Lake, Blob, File Share) maintenance and housekeeping
• Service Assurance Management, Status, and Metrics collection/reporting
• Certificate renewal and regular updating Components

Key Roles & Responsibilities

FAULT MANAGEMENT - Technical support and troubleshoot network, platform & service issues including: 

• alarm and KPI monitoring (proactive and reactive). 
• investigation/diagnose Application, PaaS, IaaS, SaaS issues.
• triage and communicate event status and coordinate RCA.
• mitigate/remediate tier2 technology fault conditions that span multiple production clusters.
• implement restoration of service/API flows.
• may involve in the implementation of fixes or design changes. 
• solves incidents and Call to Work (using PagerDuty) independently and works with additional support teams, engineering and vendors as needed. 
• proactively monitor and maintain configurations to achieve designed performance and reliability levels using key performance indicators (KPIs).
• Keep pro-active track of SLI, SLO and SLA.

CHANGE MANAGEMENT

• Manage, coordinate, track, report on any activities done in production teams.
• Create AOTS-CM, ensure activities in production are within GTOC compliancy.
• Manage maintenance windows, working with team to implement desired changes.
• Own and manage change management process for activities on platforms, understand existing processes.

TECHNOLOGY INSERTION AND PRODUCT DEVELOPMENT 

• Partnering with Labs, product development, and engineering teams to create process documentation, methods, procedures, tools and guidelines for current Kepler roadmap, capacity management and create/execute use/test cases/Synthetic testing during new technology instantiation. 
• Participates in collaboration sessions with engineering and vendors on product capabilities and improvements. 
• Reviews and interprets technical documentation and specs for inclusion/adaptation into database templates. 
• May interact virtually explaining root cause of issues. 
• Collaborate with upstream and downstream partners to conduct change management procedures. 
• Develop applications, scripts, and perform Application and Azure Service Administration, building knowledge database SharePoint and internal messaging BOTs while maintaining other key critical software/data platforms. 
• Knowledge of and the ability to use tools and techniques for analyzing and documenting logical relationships among logs, traces, data, processes, or events translating business problems into insights. 
• Ensure that the environments where Applications and Services are deployed stay continuously in compliance, with no security issue (i.e., implement/deploy security fixes, version upgrades, renew certificates on time, etc.)
• Ensure 24x7x365 availability. Flexible to work in 3 rotational India shifts covering morning, afternoon & night with monthly rotation.

AUTOMATION 

• Perform automation functions through scripting and programming to bring efficiency to support and monitoring functions. 
• Perform data analysis on platform and or organizational metrics using industry standard analytics and data presentation tools. 
• Enhance existing pro-active monitoring and issue detections functionalities.
• Automate scheduled start up and shutdown of services basis business needs.

Education

Preferred bachelor’s degree in computer sciences, Engineering or Operations.

Preferred Experience: 4-8 years

Must Have Certifications: AZ-900 (Azure Fundamentals)

Preferred Certifications: AZ-104 (Azure Administrator)

Required Skills (Keywords): AZ-104, AKS, VMSS, VNet, EventHub, Kafka, Log Analytics, DNS, Endpoints, Kusto, ELK, Elastic Search, Alerting, Azure Support, Site Reliability, Configuration Patch Management, Azure Monitor, Azure DNS

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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.