Job Description:
INTL WORK CTR: Responsible for developing, planning, and directing all aspects of international service assurance work centers. Establishes, implements, and maintains service assurance work center standards to ensure the proper care of the organization's client base. Monitors program effectiveness and develops processes to increase its effectiveness.
Provides engineering support to customers, customer support personnel and field support staff on systems and product issues. Works with customer and company personnel to define technical problem, determine the solution and assist customer in implementing the technical solution. Provides technical feedback to engineering concerning product changes and enhancements. May create tests, tools, and diagnostic procedures for use by product support personnel. May quality check technical product documentation.
Type of Position
Permanent
Location Bangalore, India
Support hours
Predominantly US business hours. Shift rotation 24/7
Roles and Responsibilities
- The candidate will be a steward of Customer Operations and looks for opportunities to streamline processes across Global organizations.
- The Lead will understand Customer's requirement through interfacing with AT&T internal and External Team and ensure that high levels of customer satisfaction is achieved by making the teams deliver in meeting the customer metrics.
- Excellent in managing Incident, problems, change, vendor and release management,
- Hiring activities, providing training and coaching to team members. Motivate and ensure high engagement & productivity of the team.
- Provide direction to the team towards effective problem resolution
- Monitoring workload balance, driving escalations.
- Ensuring all processes used by engineers are documented and followed by the engineers.
- Attending conference calls to represent the team, provide project status, developing new tools & processes, explaining escalations and action plans.
- Preparing & submitting reports to higher management as per process/required or expected and review data for analysis.
- Ensuring engineers & team leads are effectively working with the other support functions as and when required. Engineers & Team Leads are effectively using the tired support structure of AT&T.
- To proactively manage and monitor network performance on customers network round the clock(7x24) to meet customers Service Level expectations
- To systematically analyses and diagnose network faults.
- To articulate well with customer's technical and management staff on network issues (eg. Fault reporting, stat using and escalations)
- Performing problem isolation and resolution, including verifying AT&T services, working with ISPs for circuit related issue and carrying out internal & external escalation
- Facilitating direct communication among customer, AT&T and suppliers by establishing conference meeting
- Handle escalations efficiently and provide right direction to the resolution process
- Ensure the team follows the AT&Ts customer rules and various other laid down processes during day to day work
- Provide management updates in time
- Ensures that Operations Center have the appropriate resources, tools, skills, and processes for the monitoring of customer networks.
- Ensures Operations metrics are achieved, Managing individual productivity, and performance of team.
- Manages activities related to customers escalated issue by coordinating with the all stake holders.
- Implements processes following global models for AT&T's standard portfolio of services
- Coordinates and controls various aspects of targeted programs including training and quality management.
- Oversee Operational Efficiency Projects
- Ensure that teams deliver in all Measures of Quality and also meet customer SLA's
- Deliver Customer Fault Management reports, and recommend improvements.
Knowledge And Skills Required To Perform The Role
Technical Skills:-
Minimum 10 years of relevant experience in telecommunications & managed network infrastructure industry
Minimum 6-8 years of relevant experience in telecommunications & managed network infrastructure industry.
No less than 6 years of hands on experience on Networking / IT infrastructure as an engineer (any of the one listed WAN, LAN, Voice, IT infrastructure, Hosting, Servers, Firewall, NOC etc)
Good knowledge on SDN/SDWAN Viptela, Velocloud, Silverpeak or 128T
Excellent knowledge of WAN, LAN & Voice technologies to manage the IT operations
Good knowledge on various Router, Switches. Load Balancers, Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc
Strong understanding of Voice, Data and IP networks is required.
Professional Skills:-
- Excellent communication skills (verbal & written, technical & interpersonal)
- Excellent telephone manner
- Excellent problem solving skills
- Professionalism at all times
- Highly skilled in the use of PC systems and applications
- Ability to work well under pressure, set priorities and make well-considered decisions
- Drive, enthusiasm, initiative, commitment and self-motivation
- Resourcefulness and flexibility
- Ability to work well in a team
Years of Experience
10+yrs
Education
Bachelor/masters in in electrical/electronic engineering, computer engineering or related discipline
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.
JobCategory:CallCenter
