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India

Incident Manager

Location:

Bangalore, India

Ref #:

153637

Date published:

07-Dec-2018
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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.
Shifts : 24X7 rotational shifts.

Roles and Responsibilities:

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.
Shifts : 24X7 rotational shifts.

Key Competencies and Skills:

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 and CCNA/Any network Certifications is required. Fluent English is Mandatory.

Education and Qualifications:

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 and CCNA/Any network Certifications is required. Fluent English is Mandatory.

Additional Information:

Willing to work for 24/7