Sign In
 [New User? Sign Up]
Mobile Version

Incident / Problem Manager - IP Voice

AT&T


Location:
Bengaluru
Date:
02/15/2018
2018-02-152018-03-17
Job Code:
att4-6480323
Apply on the Company Site
  •  
  • Save Ad
  • Email Friend
  • Print

Job Details

Company AT&T

Job Title Incident / Problem Manager - IP Voice

Jobid att4-6480323

Location: Bengaluru, IND

Description • 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.



Apply on the Company Site
Powered ByLogo

Featured Jobs[ View All ]

Featured Employers [ View All ]