Specialist Network Technology Support

AT&T

2 - 5 years

Bengaluru

Posted: 27/03/2025

Job Description

Job Description:

This description outlines the responsibilities and processes managed by the Global Technology Operations Center (GTOC) Application Services Incident Management team at AT&T. This structure ensures efficient incident handling, regulatory compliance, and customer service continuity for AT&T’s extensive application portfolio.

Key Responsibilities of GTOC Incident Management (App Svcs):

       1.     Monitoring and Response:

  • Monitors AT&T’s application and Network Cloud performance.
  • Coordinates responses to application and Cloud performance issues or outages.
  • Ensures a structured and practiced incident communication process.

       2.     Incident Communication:

  • Provides corporate-level situational awareness for incidents affecting customers.
  • Shares updates at key milestones and resolution statements.

       3.     Incident Management and Escalation:

  • Correlates and coordinates incidents affecting AT&T customers.
  • Handles outage command and control, impact analysis, troubleshooting, escalation, and support.

       4.     Supported Services:

  • Manage outages for enterprise applications and cloud services such as Salesforce, ServiceNow, OPUS, Halo, DNS, Microsoft suite (Teams, 365 etc.), Azure, Bastion, AWS etc.

       5.     Collaboration:

  • Works with internal AT&T organizations such as Customer Care, Field Services, Online, Retail, MVNO, Mass Markets, AT&T Business Operations, AT&T Consumer Organizations, Technology Reliability Centers, Service Advocacy, Corporate Communications, Mobility Network Services etc.

Desired Expertise:

Qualifications:

  • Strong problem solving, analytical, and time management skills.
  • Preferred ITIL 4 and/or SRE certification/experience
  • Preferred bachelor’s degree in information technology, engineering, or a related field.
  • Minimum three years’ experience working in IT service management, or a similar role.
  • Knowledge working with IT systems, software and Cloud computing.
  • Excellent managerial skills and ability to collaborate with team members.
  • Ability to analyze a high volume of technical data and work in a fast-paced environment.
  • Ability to understand and troubleshoot complex issues
  • Strong verbal and written communication skills
  • Strong facilitation and leadership skills

Tools:

  • Familiarity with ONE Tool, DEEP, Microsoft Teams & 365, PowerBI

Customer Ticketing Systems:

  • Knowledge of systems like AOTS, AOTS-M, ServiceNow, WFA, and WMS.

Weekly Hours:

40

Time Type:

Regular

Location:

Bangalore, Karnataka, India

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

About Company

AT&T is a telecommunications giant providing wireless communication, broadband internet, and digital television services. The company is also involved in the media and entertainment sectors through properties like HBO and WarnerMedia, and is investing in next-gen technologies like 5G.

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