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LCM Operations Manager


Kosice, Slovakia

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Location: Kosice, Slovakia
Working hours: US Eastern time zone - e.g. 14.00pm-22.30pm Slovakia time

Working as LCM Service Operations Manager (Non-Managerial Positions), the employee will be responsible to maintain overall awareness of day to day operational activities and issues. This position will assist in representing AT&T delivery teams as appropriate at customer meetings and provide the interface between IBM and their customers.

Roles and Responsibilities:

∙ Attend Stewardship meetings and CAB meeting with Customer.
∙ 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.
∙ Coordinate delivery of basic and intermediate service requests, including order initiation and performance oversight for work performed by the external 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 RCA - 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.
∙ Notify Operations teams of SLA impacts.

Key Competencies and Skills:

∙ Advanced written & spoken English
∙ Advanced MS Office Skills (Word, Excel, Outlook)
∙ Project Management
∙ Change/Incident Management
∙ Ability to coordinate multiple teams to achieve an objective
∙ Ability to work under pressure
∙ Technical knowledge of IT operations (Networking-Telecomm Preferred), CCNA certification

Additional Information:

This position is a staff level position without people management responsibilities