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India

Incident / Problem Manager - IP Voice

Location:

Bangalore, India

Ref #:

152119

Date published:

12-Jan-2018
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• Applicant must be Process driven & involved in quality, reporting, documentation for the Incident, problem, change & outage management.
• Applicant will oversee and coordinate incident, problem, outage & change management activities associated with a large customer’s global network.
• Make appropriate entries in the log & Ensure high ticket quality
• 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.
• Applicant must identify, classify, resolve, and document issues that cannot be resolved through the Incident Management Process.
• This would include providing Root Cause Analysis (RCA) for incidents where the root cause is not apparent but a documented work around is in place.
• Applicant will develop reporting, tracking and remediation criteria for chronic issues.
• Shifts: 24X7 rotational shifts.

Roles and Responsibilities:

Please refer to Job Summary

Key Competencies and Skills:

• Experience in customer operations is critical to this position. Applicant must have excellent customer relationship skills, including experience in handling escalations and crisis situations.
• Applicant 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 Genesys Inbound, Contact Center Technology, Voice and IP networks is required.
• ITIL Foundation Certification
• Fluent English is required.
• Experience : 3 to 5 Years

Education and Qualifications:

• Bachelor Degree
• Experience working as a call receipt technician in an AT&T GCSC/Maintenance Center or other Network Management Center is highly desired.
• 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.

Additional Information:

This role is open for both Hyderabad and Bangalore locations.