This position is a Tier-2 technical role supporting AT&T’s new hosted, cloud based Unified Communications Product suite. Focus is on ensuring reliable service delivery and service assurance / operations for AT&T’s elite business customers. Given the new technology and growing business, the successful candidate will provide engineering support working closely with vendors, Tier III, Service Delivery and Service Assurance teams. Provides the technical troubleshooting and leadership skills required to resolve and support the most complex IP Voice, network and application problems in real time, enlist and occasionally direct the activities of technical resources from AT&T Partnering Organizations and vendor(s) to restore service. Responsible for the investigation and management of follow-up activities needed to isolate & resolve service affecting issues, attempt problem recreation with or without customers involvement, identify workarounds when feasible, coordinate with Tier III for delivery and certification of vendor fixes or design changes. Utilize monitoring tools to pro-actively identify known defect signatures and identify opportunities to implement the least intrusive recovery processes. Create debug/trace programs to extract forensic data from network elements and analyze to identify potential patterns or sources of unexpected behavior needed to understand root cause. Transpose complex, technical knowledge to customer specific business operational terms. Ultimately responsible for the reliability of the end-to-end network and the quality of the delivered service - tracking, documenting resolution actions and transitioning leading to timely resolution and increased customer satisfaction. This position is customer facing and requires ownership of the customer service experience.
Responsible for the requirements, testing, planning & implementation of new software, hardware & applications relative to new product delivery, systems architecture, process enhancements, infrastructure and security. Provide technical solutions and project management and any/all functions involved in the provisioning, assurance, number administration, inventory, address qualification, and local number portability applications, processes and practices. Participates in software development project activities which may include technical/business requirements and design, and technical writing including Methods & Procedures. May assist in the coordination, evaluation and partnership with technology vendors, outside consultants and internal dotted line resources as needed. Works as part of a 24X7 staff to delivers network technical support to address escalations. Provides the technical troubleshooting and leadership skills required to recover from the most complex network problems in real time to restore service. Identification of root cause, resolution, work arounds, testing & implementation of vendor / IT fixes or design changes. As subject matter experts, works closely with business partners to identify and quantify business issues associated with specific projects, develop and implement business strategy, and assist in setting strategic technical direction in support of customer facing organizations. Review and approve proposed technical systems designs to insure business requirements are met. May assist in providing leadership for projects, including such activities as collaborating with the client to develop business cases, defining business and/or technical requirements and preparing detailed plans and schedules. May lead cross-functional teams on specific issues &/or projects. May review and interpret technical documentation and vendor specifications for inclusion / adaptation into database templates. May perform work at customer location.
Nature of Contribution- Fully functioning technical professional. Develops new concepts, methods and techniques.
Knowledge - Subject matter expert within own discipline/ specialty area. Applies specialized knowledge of discipline/specialty area standards and processes to work. Integrates company experience and deep technical knowledge and has advanced understanding of select AT&T technologies, systems and/or procedures.
Analysis and Problem Solving - Solves non-routine problems based on analysis of multiple factors. Independently identifies key issues, patterns or deviations from norm. Works on problems requiring judgment and in-depth evaluation of multiple factors. Analyzes and interprets research to evaluate and recommend solutions.
Independence - Guided by team goals and operational objectives. Applies judgment to determine appropriate processes and technical area standards to use and provides technical direction to others in own work area.
Contribution to AT&T Technology - Key contributor on diverse projects of moderate scope. Recommends new procedures and processes to drive desired results.
Communication- Explains advanced technical information to less experienced team members. Provides specialized technical guidance to others in work area. Builds productive internal/external relationships and collaborates with others in own team or across teams.
This position may be responsible for contributing to AT&T's compliance with environmental laws and regulations as applicable to its job function. This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions.
Required Qualifications - 3-5 years experience CISCO and CCNA Certifications 6-Sigma White, Yellow Desired Qualifications - BS in technical disciplines, such as Engineering, Computer Sciences, and Operations Knowledge of Network Planning, Engineering, Construction and Mobility architectures Knowledge of OSI Layer 3 Project Management skills Software testing skills Technical writing skills PM certifications Knowledge of order management and customer install
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