Job Description:

This description outlines the responsibilities and processes managed by the Global Technology Operations Center (GTOC) Incident Management team at AT&T. This structure ensures efficient incident handling, regulatory compliance, and customer service continuity for AT&T’s extensive network.

Key Responsibilities of GTOC Incident Management:

1. Monitoring and Response:

• Monitors AT&T’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 AT&T 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 AT&T 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

Weekly Hours:

Time Type:

Location:

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.