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Tech Specialist - Network SLA Reporting


Mexico City
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Job Details

Company AT&T

Job Title Tech Specialist - Network SLA Reporting

Jobid att4-4019865

Location: Mexico City, MEX

Description Responsible for the creation and delivery of our contractual SLA´s (response time, network availability) for the data and voice infrastructure of a major financial customer.

**Roles and Responsibilities:**

- Responsible for the monthly measurement, creation and delivery of SLA´s

- Responsible for the availability SLA for voice and data infrastructure, the data will be extracted from AT&T monitoring tools.

- Responsible for the response & resolution time SLA for voice and data infrastructure. Data will be extracted from Incident & Change Management tool (Maximo).

- Responsible for the analysis and ticket scrubbing to eliminate any failure or on hold time where AT&T is not accountable.

- Attend any clarification meeting with IBM or end customer.

**Key Competencies and Skills:**

- Network background or skills.

- ITIL knowledge or skills.

- Fluent Spanish and English speaking

- Service Management and Customer oriented.

- Good relationship with customers and negotiation skills.

**Education and Qualifications:**

- Bachelor Degree in Computer Systems, Telecommunications, Electronics or Network background.

- ITIL Certified

- Maximo tool knowledge or demonstrable skills.

- Experience developing, reporting SLA´s.

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