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Staff Associate - Network Ops Metrics & Reports


Mexico City, Mexico

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Support IBM and Retail accounts by creating and managing highly custom SLA Metrics, Performance Tracking and contractual reports, while upholding process standards and best practices. Customer oriented, must act with a sense of urgency.

Roles and Responsibilities:

•Experience in data analytics, SLA contract interruption, and executive presentations preferred.
•Role will require executive level customer reviews of SLA performance results and applicable credits.
•Creation of Business Objects reports, use of IBM MAXIMO tools, data analysis to determine trends/outliers and communication of results appropriately.
•Working cross-organizationally to ensure data accuracy and contract compliance.
•Conduct report audits to ensure the accuracy of data.
•Report dissemination and communication with internal and external customer(s)
•Identify and implement report automation opportunities, and create and maintain process documentation.

Key Competencies and Skills:

•Microsoft Suite of products knowledge with Advanced Excel knowledge a must (i.e. PowerPoint, Access, Word), Business Objects Report Writer experience.
•Knowledge of relational databases (i.e., SQL, MS Access, Oracle)
•Experience with interpreting report requirements to create output,
•Fluent English, and excellent written and verbal communication skills.
•Desired Skills: Demonstrated knowledge using software programming logic/code to create efficiencies in reports, experience in understanding network and operational service level metrics, ITIL Foundations certification and/or Six Sigma certification, and experience using the following AT&T/IBM tools: AOTS, GPS, GBSOM, ICE, Business Direct/Business Connections, SharePoint, and IBM Maximo tools.

Education and Qualifications:

- Bachelor Degree in Computer Systems, Telecommunications, Electronics or similar.
- ITIL Certified (desirable)
- Maximo tool knowledge or demonstrable skills.
- Solarwinds tool knowledge or demonstrable skills.