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Senior Technical Specialist, Project Mgmt Network


Bratislava, Slovakia

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The Service Manager ensures that AT&T products and services are supported to
operational contractual commitments and service level agreements, on behalf of
designated global strategic MNC’s.
The SM has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customer’s business requirements and the AT&T products and services that are used to support these requirements. The SM also builds similar relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to SM requirements. Acts as customer point of contact for management of service issues. Collaborates with sales, network, operations, and affiliates to develop customer specific action plans to address service issues and or billing escalations, develop service agreements and provide reports/tools to measure performance-based on those agreements.
Interacts with customers prior to and or after sale to develop and maintain positive customer relations. This position is held accountable for resolving customer issues to ensure customer satisfaction.
Position has independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.
Uses online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance and billing items.
Analysis of performance data drives the actionable items to support customer need, including development of programs to minimize churn.
Responsible for bringing resolution to issues, engaging other depts. as
necessary and being champion for status reports back to customer.
Uses various systems to troubleshoot problems and determines possible resolution or department to refer problem to.
Promote use of on-line servicing and billing tools with the customers as an alternative approach to resolve customer issues.
Educate customer on use of servicing tools.

Roles and Responsibilities:

It is expected that the Service Manager will take part in ad hoc requirements as directed by the supervisor.
• Frequent communications with the customer and internally
• Ensuring Customer Satisfaction
• Business Escalation Point
• Data and Process analysis
• Regular stewardship reviews to discuss maintenance, provisioning and billing aspects
• Understanding of customer’s service performance
• Develop and drive service improvement action plans
• Monitoring of conformance to Service Levels
• Expert knowledge of operational support models in place
• Expectation management
• Report facilitator and present key messages
• Proactive approach to avoid issues and risks
• Understand the customer’s network and any critical business usage to enable fact- based decision-making during problem management
• Supplier / Vendor / Business Partner relationship development

Key Competencies and Skills:

At least 4 years of experience in a global network service role, of which at least 2 years with a customer facing role.
• Previous demonstrated & successful experience in providing Service Management to a Global Enterprise customer.
• Possess strong communication and presentation skills, and fluency in English.
• Previous experience in Fault Management, Performance Management, Capacity Management, and Security Management
• Good technical background knowledge or experience in; IT systems, networking,
• Knowledge of and/or experience with Cisco WebEx, Microsoft Skype for Business, AT&T Connect, or related “Over-The-Top” collaboration applications
• Previous experience in an audio conferencing, web conferencing, and/or streaming video environment
• Successful completion of; Six Sigma, Agile Project & Program Management, AT&T Security Proficiency Program, AT&T Network & Platform Proficiency Program, AT&T Voice & Collaboration Proficiency Program
• Good understanding of the AT&T Business portfolio and technology.
• Familiar with financial terminology, contracts, invoicing, Service Level Agreements.
• Very good interpersonal skills: empathy, respectfulness, ability to lead corrective action teams, persuasive and diplomatic, skilled in conflict management and resolution, negotiation, cross-functional teaming skills.
• Ability to multitask and work under pressure in a complex environment, and deliver to timescales.
• Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.
• Understanding of geographical and cultural, human and business differences.
• Ability to work in isolation and on own initiative in highly pressured situations.
• Sales or Project management experience

Education and Qualifications:

Successful completion of: Six Sigma, Agile Project & Program Management, AT&T Security Proficiency Program, AT&T Network & Platform Proficiency Program, AT&T Voice & Collaboration Proficiency Program

Additional Information:

Location: Bratislava
Contract: Unlimited
Working hours: EMEA (approx 9.00am-5.30pm)
Salary from 2120 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.