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Specialist, Work Center Technical Support


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Job Details

Company AT&T

Job Title Specialist, Work Center Technical Support

Jobid att4-6239578

Location: Bengaluru, IND

Description Position is open for hiring in both India and Malaysia.

Supports and manages customer network in AP region and work with Carrier/PTT partners in the region.

**Roles and Responsibilities:**

This position requires excellent skills in network incident resolution, troubleshooting and working in coordination with other ATT functions/ teams for higher order problem resolutions on 24 X 7 Basis. Person should be well versed with network triage and trouble resolution tools like BMP/ICORE for ticket monitoring, update and closures.

He should be able to handle crisis situation and willing to work under pressure. Respond to and other ATT team requirements priorities in timely manner and willing to support 24 X7 Operations.

Should have flexible/accommodative attitude and good PTT (Carrier Supplier) management skills. Minimum 6+ years of industry specific working experience in networking domain.

**Key Competencies and Skills:**

Manage and monitor AIM SA/SD workque (BMP, SMART) proactively for Incident/Ordering support.

Very good knowledge and understanding of LAN/WAN and Networking technologies.

Manage both SA-Incidents and SD-Ordering/Expedites support, in highly critical and sensitive situations.

Provide timely updates to Senior Executives/Leadership for escalated cases. Closely follow EIN cases.

Identify out of band situation of PTT Service Providers, such as Major Incident and follow up

Assist GCSC Tier 1 or 2 engineers on when in doubt. Follow-up complex issues with CENTAC, CBB/DNCC teams.

Work closely with PTT leadership and NOC Management teams to fix the day to day hot issues.

Provide support on Order Escalations and expedite Orders based on SD workque.

Engage/support various GD&A teams like TOM, CTS, Delivery Carrier Management function.

Conduct Conference Bridge with internal and external customer as well as suppliers.

Drive & escalate PTT Senior Executive levels for timely actions and improvement plans.

Conduct Carrier performance metrics (TTR, FR, CT) reconciliation with PTT focals based on Ticket/Order data.

Be a global and regional player with our co-partners and co-workers.

Good reporting, documentation and presentation skills. Required to participate in PTT management meetings

Complete staff work as required and expected to comply with required standards

**Education and Qualifications:**

Very good communication skills with ability to communicate effectively with various internal AT&T teams at various levels.

Ability to drive PTT suppliers for all SA/SD related issues with focused approach on PTT Leadership levels.

Very good technical skillset, including LAN, WAN, Transport networks. Preferably CCNA/CCNP level of knowledge.

Good analytical skills with understanding of ITIL framework. Also flexible attitude, coordination skills and team player.

Strong commitment to work, follows good work practices and meeting/adhering to strict timelines.

**Additional Information:**

Must be familiar with ITIL processes and well versed with incident, change and problem management.

CCNA/CCNP not mandatory but candidate required to have high technical skillset. Must be conversant with security compliance process/procedures.

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