Sr Associate App/Prod Support

Job Description:

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Job Description:

• Should have Production Operations experience (specially handling production environment) 3-8 years.
• Experience on Ticketing tools like JIRA/ServiceNow/AOTS etc. is a must.
• Effective communication skills; verbal, non-verbal and written.
• Assist with user training and onboarding for new AI tools and features
• Experience with monitoring tools and platforms.
• Ability to work in 24*7 shift.
• • Ability to work under pressure and manage multiple incidents simultaneously
• Strong communication and collaboration abilities.
• Ability to work in a fast-paced, dynamic environment.
• Good understanding and exposure to Agile framework.

Roles and Responsibilities:

• Manage and coordinate the incident lifecycle from detection to resolution and closure.
• Lead incident response efforts, including identification, logging, categorization, prioritization, and escalation.
• Communicate incident status updates to stakeholders, including IT teams, management, and affected business units.
• Facilitate post-incident reviews and root cause analysis to identify improvements and prevent recurrence.
• Collaborate with Problem Management to ensure timely resolution of underlying issues.
• Maintain accurate incident records and documentation in the incident management system.
• Develop and maintain incident management policies, procedures, and playbooks.
• Monitor incident trends and generate reports to identify areas for process improvement.
• Coordinate with external vendors and service providers during incident resolution as needed.
• Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).

Key Competencies and Skills

• Certification in ITIL Foundation or higher.
• Experience in managing incidents in cloud environments such as Azure or AWS.
• Understanding of cybersecurity incident response

Education and Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.

#ProductEngineering

Weekly Hours:

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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.