Location: all cities,TX, USA
Job Overview
Job Description:
The Outage Management and Stability team within the Consumer Organization focus and commitment is to drive a world class customer experience with an eye towards Winning as One. Through better processes and tools, the team will enhance the experience of thousands of employees across AT&T's retail distribution touchpoints and increase the level of communication required to keep stakeholders informed. Our team members are passionate about improving end user experiences and reducing service disruption as quickly as possible.
As a Lead Tech Service Manager, you will work on a team which consist of regular workday hours with a 24x7 on-call rotation between members for afterhours issues. In this position you will leverage your technical and communication skills to drive issue resolution to reduce service disruption. The role will require collaboration, relationship building and effective communication to meet and surpass the commitments necessary for all teams to be successful. The incumbent will need to work across multiple organizations to succeed in this role. Experience in Retail applications, infrastructure and ticketing systems is required to ensure the success of the team and improve the customer experience.
You will help to maintain a 24x7 environment where the stability of that environment is critical to the success of our wireless business. This role will be closely aligned with the overarching outage management process for the applications in AT&T. You will help support the Retail Technology Application Get Well Plan in conjunction with application owners making sure action items are tracked and closed in a timely manner. This role requires deep technical knowledge and subject matter expert on AT&T technologies specifically around retail and the systems they interact with.
Key Roles and Responsibilities:
* Will drive and perform resolution of routine and/or complex issues across environments.
* Perform ongoing assessments around availability Mean Time to Restore (MTTR) and Mean Time Between Failures (MTBF) in a 24x7 on-call rotation organization.
* Drives research and analysis of operational errors/problems to identify root cause and corrective actions and reports findings to appropriate individuals.
* User experiencing testing to ensure a good retail experience.
* Use trending and analysis to identify patterns that could potentially impact the use of our client's systems.
* Continually build relationship to better collaborate with multiple organizations and cross functional teams.
Qualifications
Minimum:
* 5 - 8 years' relevant, related experience
* Experience with Retail applications, infrastructure and ticketing systems is required
* Strong communication, systems, and technology skills
* Bachelor's degree in Business, Information Systems, Engineering, Math, Sciences, or equivalent experience
Preferred:
* Experience collaborating with development, support, and product teams
* Has experience in tools, and support systems
Principal Functional Skills / Competencies associated with this Title:
* Emerging Technologies
* IT Environment
* IT Governance
Note: Additional skills / competencies may be added to this specific requisition. During the application process, you will be asked to provide your proficiency and experience with all the skills / competencies associated with the requisition.
Must be located in Dallas, TX or open to relocate at your own expense.
Applicants must be authorized to work in the United States on a full-time basis without the need for employer sponsorship now or in the future. AT&T will not hire any applicants for [insert position] who require employer sponsorship now or in the future.
Earn between $105,600 - $158,400 USD. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
* Medical/Dental/Vision coverage
* 401(k) plan
* Tuition reimbursement program
* Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
* Paid Parental Leave
* Paid Caregiver Leave
* Additional sick leave beyond what state and local law require may be available but is unprotected
* Adoption Reimbursement
* Disability Benefits (short term and long term)
* Life and Accidental Death Insurance
* Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
* Employee Assistance Programs (EAP)
* Extensive employee wellness programs
* Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you'll lead transformation surrounded by trailblazing industry leaders like you. You'll be empowered to go above and beyond - making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you're at in your career trajectory, you'll be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, you'll be a part of something greater, do incredible things and be rewarded with a chance to change the world.
Ready to join the team?
Apply today!
Weekly Hours:
40
Time Type:
Regular
Location:
Dallas, Texas
Salary Range:
$105,600.00 - $158,400.00
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.
Job ID R-39288 Date posted 09/25/2024 Apply Now
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