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India

Technical Specialist, Network Ops

Location:

Bangalore, India

Ref #:

153638

Date published:

07-Dec-2018
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Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate support center, IT staff and Customers to ensure accurate and appropriate communications during Problems; Responsible for Ownership and Coordination of actions of those problems. Very good understanding and awareness of the ITIL Problem management process and procedures.Perform the management of both reactive root-cause analysis and proactive trend analysis within IT.Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce Escalation Reports on recurring issues and issues not being resolved. To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit.

Roles and Responsibilities:

Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate support center, IT staff and Customers to ensure accurate and appropriate communications during Problems; Responsible for Ownership and Coordination of actions of those problems. Very good understanding and awareness of the ITIL Problem management process and procedures.Perform the management of both reactive root-cause analysis and proactive trend analysis within IT.Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce Escalation Reports on recurring issues and issues not being resolved. To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit.

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