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Availability Manager (Duluth) at AT&T

Posted in Other 30+ days ago.

Location: Columbia, Maryland





Job Description:

Job Description: Supervise the 24x7 centralized
operations staff in the activities associated with the identification,
prioritization, and resolution of operational issues to ensure service levels
and objectives are met. Refers issues to Tier 3 staff for resolution as
required, tracks and monitors response/resolution time, and verifies user
acceptance.

Responsibilities
include:

  1. Implementing moderately complex core
    business processes and assists in process improvement initiatives to enhance
    customer service. Identifies process matters of significance or enhancements
    and implements.
  2. Leading Incident Response during
    critical outages and ensuring proper notification to management and customer
    POCs.
  3. Evaluating employees to enhance their
    performance, development, and work product. Addresses performance issues and
    makes recommendations for personnel actions.
  4. Leading incident response during
    critical outages and ensuring proper notification to management and customer
    POCs.
  5. Preparing Daily Report on
    Incidents/Change/Problem tickets and SLA status
  6. Preparing summary report on all Major
    incidents occurring on shift
  7. Preparing Operations Center scheduling
  8. Must be able to communicate
    professionally with all levels of personnel from technicians to senior
    management.


Required
Skills, Experience, and Education
:  Shall have seven (7) years of experience
that may include a combination of work history and education. A master’s
degree is equivalent to 6 years of experience, a bachelor’s degree is
equivalent to 4 years of experience and an associate’s degree is equivalent
to 2 years of experience. The degree must be from an accredited college or
university. Must have experience working with customer technology and support
requirements.

  1. Experience working with SLAs
  2. Strong time management and communication skills
  3. Strong interpersonal and presentation skills
  4. Strong troubleshooting and technical skills in networking and
    desktop support.
  5. Experience with enterprise management monitoring tools such as
    HP Openview, Solarwinds, or Splunk a plus.
  6. Experience with ITSM tools such as Remedy, Service Now, Service
    Manager, or equivalent required
  7. Experience scheduling in a 24x7 environment

Required Clearance: Candidate must have a TS/SCI polygraph
clearance

Desired: ITIL v3 Foundations
certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions
Associate (MCSA), Cisco  Certified
Network Associate (CCNA), or similar certification desired