Sr Associate Network Technology Support

Job Description

Job Description: This description outlines the responsibilities and processes managed by the Global Technology Operations Center (GTOC) Incident Management team at ATT. This structure ensures efficient incident handling, regulatory compliance, and customer service continuity for ATT s extensive network. Key Responsibilities of GTOC Incident Management: 1. Monitoring and Response: Monitors ATT s network performance. Coordinates responses to network performance issues or outages. Ensures a structured and practiced incident communication process. 2. Incident Communication: Provides corporate-level situational awareness for incidents affecting customers. Shares updates at key milestones and resolution statements. 3. Incident Management and Escalation: Correlates and coordinates incidents affecting ATT customers. Handles outage command and control, impact analysis, troubleshooting, escalation, and support. 4. Compliance and Reporting: Ensures preliminary compliance with Federal and State regulations. 5. Supported Services: Manages outages for services like Transport (including E911), Mobility, Data, TDM Voice, and D2 network services. 6. Collaboration: Works with internal ATT organizations such as Technology Reliability Centers, Service Advocacy, Corporate Communications, Application Services, and various Care teams. Desired Expertise: 1. Qualifications: Preferred bachelor s degree in information technology, engineering, or a related field. Strong understanding of network operations and troubleshooting processes. Experience with automation scripting and customer ticketing systems. Effective communication (both written and verbal) and coordination skills across diverse teams. Strong coordination and collaboration skills 2. Tools: Familiarity with ONE Tool, SCOUT, DEEP, NERS, NOCEM, STAR/SMART, and Whiteboard tools. 2. Customer Ticketing Systems: Knowledge of systems like AOTS, AOTS-M, BMP, ServiceNow, WFA, and WMS. 3. Automation and Bulk Management: Responsible for bulk ticket management using ROBO automation scripting for customer-reported troubles Job ID R-59388 Date posted 03/18/2025