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Operations Manager (EMEA hours)

AT&T


Location:
Usa-shi
Date:
03/27/2017
Job Code:
att4-4012832
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Job Details

Company AT&T

Job Title Operations Manager (EMEA hours)

Jobid att4-4012832

Location: USA

Description 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:**

In addition, the employee will be responsible to:

• 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



CCNA, ITIL certifications are preferred.

Experience with CISCO, Juniper Firewall, Lan/Wan platforms, Load Balancers & Network Design is an asset.



**Education and Qualifications:**

University degree or equivalent experience



**Additional Information:**

Position will be based in Slovakia, Kosice. This position requires candidate to work in EMEA hours - start 9am.

This position is a staff level position without people management responsibilities.



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