Integrated Service Experience (ISE) Engineer Network Ops will perform a multi-functional maintenance role in support of WAN/LAN, SDWAN, Wireless technologies, performance monitoring and skilled in handling Global customer base.
ISE Engineer Network Ops will be the point of contact for the network issues proactively detected or reactively called in by the customer.
To perform this function, a multitude of support centers, vendors, customer, tools, processes, telephone and systems will be utilized to bring the issues to resolution.
To monitor and analyze system operations, take or coordinate corrective actions, and establish, implement, and maintain service assurance standards to optimize system performance and enhance client satisfaction.
Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
Technical Issue Resolution: Diagnose and resolve hardware, software, and network problems efficiently.
System and Code Management: Ensure secure, accurate migration and management of production code assets.
Documentation and Standards: Document problems, enforce standards, and consult on compliance with development teams.
Process Improvement: Analyze performance and implement processes for enhanced efficiency and effectiveness.
User and Team Support: Provide technical support, training, and communication to users and IT staff.
Job Contribution:
An experienced professional with foundational knowledge, applying company policies to routine issues. Follows standard procedures to analyze data and perform transactional work. Contributes to project fulfillment and organizational objectives, influencing productivity and expenditures. Works under regular supervision with visibility primarily within the department or region.
Supervisor: No
Education/Experience:
Bachelor’s degree (BS/BA) desired.
3-5 years of relevant experience.
Roles and Responsibilities:
Acting as a Tier T1.5 for GCSC Teams.
1st responders supporting AT&T GCSC strategic services like Flexware, SDWAN OTT
Expertise in performing network triage and problem determination
Knowledge of different types of transport/Circuits -AVPN, AIA, BB, LTE
Managing the process of Service restoration and break/fix functions, Scope include – Analyze and escalate
Prioritizing and analyzing the events in the network devices
Engage right group for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.
Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
Ticket Management:
Work with internal support groups and recommend diagnostic tests based on degree of service impairment
Access provider management and associated escalations
Coordinate with other support centers (i.e. external organizations and internal and external business partners) for resolving the incident tickets.
Escalate ticket according to process based on the established intervals.
Technical Skills:
Minimum 3-5 years of relevant experience in telecommunications & managed network infrastructure industry
No less than 3 years of working experience, preferably on customer services interfacing with clients.
No less than 3-5 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.)
Knowledge on SDN/SDWAN – Viptela, Velocloud, Silverpeak or 128T
Good knowledge of WAN, LAN & Voice technologies to manage the IT operations
Good knowledge on various Router, Switches. Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc.
Strong understanding of Voice, Data and IP networks is required.
Professional Skills:
Excellent communication skills (verbal & written, technical & interpersonal)
Excellent telephone manner
Excellent problem-solving skills
Professionalism at all times
Highly skilled in the use of PC systems and applications
Ability to work well under pressure, set priorities and make well-considered decisions
Drive, enthusiasm, initiative, commitment and self-motivation
Resourcefulness and flexibility
Ability to work well in a team
Weekly Hours:
40
Time Type:
Regular
Location:
Hyderabad, Andhra Pradesh, 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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