Technical Specialist, Project Management Network
hace 4 días
At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Innovation powers all that we do, and our groundbreaking solutions deliver compelling communication and entertainment experiences to millions of customers worldwide. As part of our team, your next big idea could be our newest innovation. Here’s your opportunity to combine your passions for entertainment, media and technology to transform our company and your career.
You as a Technical Specialist, Project Management Network will be responsible to:
- Notify Operations teams of SLA impacts.
- Attend Stewardship meetings with IBM.
- Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc) within the IBM generated CR in GPS.
- Ensure Service Requests are properly routed to AT&T and the NI Partner.
- Coordinate delivery of basic and intermediate MACD service requests, including order initiation and performance oversight for work performed by the NI Partner.
- Proactive Incident management to avert high severity issues and business impact.
- Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
- Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.
- Occasional out of hours for support of critical outages.
- Timely management escalation to maintain proper visibility and ensuring right resource engagement.
- Managing break fix activities during incidents to provide any workaround or fix.
- Presenting incident summary to customers as required after incident close down.
- Creating Root Cause Analysis report for Sev-1 outages
- Preventing problems to IT services, along with the resulting incidents
- Eliminating recurring incidents
- Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause
- Submitting a request for change that will implement the fix
- Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems
- Review and notify IBM of infrastructure changes that may impact the end customer.
- Communicates schedule changes to IBM and the IBM Customer
The employee will be responsible to maintain overall awareness of day to day operational activities and issues and will be part of the Global OPS Pod support model. This position will assist in representing AT&T delivery teams as appropriate at customer meetings and provide the interface between the customer and IBM team for Day 2 delivery management.
- Fluent in English & Spanish - both spoken, and business written
- Proficient-Bilingual English language both written and spoken
- Preferred Cisco Certified CCNA-CCNP/Experience supporting Network Equipment-environment for large corporate customers/Experience with Critical incident management and troubleshooting.
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