Sr Associate Work Center Tech Supt

Job Description:

Roles and Responsibilities

• The PRO A3 Sr. Associate is a strategic member focused on technical professionals involved in monitoring of customer networks. He/She will be a facilitator to Customer Operations in the post installation of AT&T's Managed Services operations portfolio of products and services and looks for opportunities to streamline processes across Global organizations. The role will understand Customer's requirement through interfacing with AT&T internal and external Teams to ensure high levels of customer satisfaction is achieved by making the teams deliver in meeting the Service Level Agreements (SLA's) by using process knowledge to handle customer issues.

• Ensures that Operations Center have the appropriate tools, skills, and processes for the monitoring / handling of customer networks.
• Ensures Operations metrics are achieved, Managing individual productivity, and performance of overall team.
• Manages activities related to customers escalated issue by coordinating with the AT&T internal teams with appropriate escalations including Fault Management reporting.
• Implements processes following global models for AT&T's standard portfolio of services
• Train new recruits and invests time to groom them into the Operations Team if required.
• Coordinates and controls various aspects of targeted programs including training and quality management.
• Ensure that Network Analyst/Engineer have required tools and access to them to perform their functions.
• Oversee Operational Efficiency Projects are handled efficiently.
• Ensure individual deliver all Quality work, meet customer SLA's
• Deliver Customer Fault Management reports and maintain improvements.

Knowledge and Skills Required to Perform the Role

• At least 4+ years’ work experience in Network and telecommunications industry with an excellent understanding of WAN, LAN & Voice technologies and network operations.
• CCNA Certified and CCNP Preferred.
• Preferred good knowledge of LAN and WAN Networks
• Sound knowledge of MPLS, BGP, Cisco Routers and switches.
• Experience in working with US people, who can understand their language, requirements, having good command in communication.
   
• Knowledge on Router, switches & service providers
• Good Exposure in ATM and VOIP
• Good Exposure in Frame Relay, DS1/DS3 & Optical circuits Routing Protocol, Good Understanding on BGP, MPLS concepts, OSPF Routing Protocol, HSRP Routing Protocol, VRRP Protocol
• Experience in Network Router and Network Switches
• 24x7 support requirement across global follow the sun model

Professional Skills: -

• Experience in knowledge in Cisco and juniper routers good understanding process knowledge, hands on experience in dealing complex issues related to network.
• Able to achieve results through performance and look for improving short fall in performance.
• Strong written and verbal communication skills in English.
• Good presentation and interpersonal skills to collaborate with team to meet the end results.
• Attitude to continuously learn and deliver
• Assumes ownership and demonstrates empathetic zeal towards customer issues
• A cohesive and collaborative team player .

Years of Experience

Minimum of 4+ years of experience

Education

Degree in electrical/electronic engineering, computer engineering or related discipline

Weekly Hours:

Time Type:

Location:

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.