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Operations Center Manager(Duluth)

AT&T


Location:
Columbia, MD
Date:
02/15/2018
2018-02-152018-03-17
Job Code:
att4-6869345
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Job Details

Company AT&T

Job Title Operations Center Manager(Duluth)

Jobid att4-6869345

Location: Columbia, MD, 21045, USA

Description Don't miss this opportunity to join the company recognized by _Fortune_ magazine as the **_World's Most Admired Telecommunications Company_** and ranked #4 on _DiversityInc's_ list of **_2011 Top_** **_50 Companies for Diversity._**



As the largest communications company in the world, more than 120 million customers count on us every day to deliver the wireless, Internet, data and advertising services that fuel their businesses and connect them to their world. You will find yourself connecting communications and technology with opportunities that will take you to places you never imagined.



You don't have to be a tech whiz to join AT&T. It takes more than technology to keep us ahead of the curve, and thanks to our teams of legal/operations, marketing and finance whizzes, we do just that. Every day, each works to ensure the success of the company while they advance their own careers.



What does it take to join us? We demand exceptional skills in your discipline and a real dedication to being the best.



After all, we're asked to keep AT&T profitable and on the cutting edge, and at the same time, build on more than a century of innovation and success. We are a world leader in communications and entertainment, and we plan to keep on growing.



**Responsibilities include:**



Supervise the 24x7 centralized operations staff in the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refers issues to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance.



Responsibilities include:



+ Implementing moderately complex core business processes and assists in process improvement initiatives to enhance customer service. Identifies process matters of significance or enhancements and implements.

+ Leading Incident Response during critical outages and ensuring proper notification to management and customer POCs.

+ Evaluating employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.

+ Leading incident response during critical outages and ensuring proper notification to management and customer POCs.

+ Preparing Daily Report on Incidents/Change/Problem tickets and SLA status

+ Preparing summary report on all Major incidents occurring on shift

+ Preparing Operations Center scheduling



Shall have seven (7) years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Must have experience working with customer technology and support requirements.



+ Experience working with SLAs

+ Strong time management and communication skills

+ Strong interpersonal and presentation skills

+ Strong troubleshooting and technical skills in networking and desktop support.

+ Experience with enterprise management monitoring tools such as HP Openview, Solarwinds, or Splunk a plus.

+ Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

+ Experience scheduling in a 24x7 environment



Required Clearance: Candidate must have a TS/SCI polygraph clearance

Desired: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), or similar certification desired



AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V



Apply on the Company Site
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