Professional Technology Service Management
Posted on: 11 Feb 2021
Hanover, MD
Job Description
Job Description
Overall Purpose:
Responsible for working across multiple technical organizations ensuring that business services are available to end users allowing them to perform their day to day operations without interruption of service.
Key Roles and Responsibilities: Responsible for ongoing assessments in the area of availability (Mean Time to Restore (MTTR), Mean Time Between Failures (MTBF), caused by change outages, and procedurals. This role includes receiving and processing client reports and alarmed conditions of issues, related diagnosis and troubleshooting, independent and/or collaborative (with additional support tiers and vendors) restoration of service, communication of status across organizations and administrative roles related to tickets and work requests. Accountable for driving and performing resolution of routine and/or complex issues across environments used to provide services for clients that have a need for high-availability of their systems, products and services. Drives research and analysis of operational errors/problems to identify root cause and corrective actions and reports findings to appropriate individuals. Responsible for detection, recording and maintaining of critical information related to Configuration Items (CI) that will be stored in a Knowledge Database (KDB) and the Configuration Management Database (CMDB) involving life cycle management of all incidents that affect the operational service delivered to the business and its customers. Oversee detailed planning and analysis for coordinating changes across multiple organizations to mitigate the risk of service impact and potentially invoking a Change Advisory Board (CAB) and a Change Restriction Period (CRP). Responsible for trending and analysis used to identify patterns that could potentially impact the use of our clients systems. Works with technical liaisons to ensure that our clients are well informed of issues being worked and provide plans and timelines of when service impacting problems will be resolved. Job Contribution: Intermediate level technical professional. Subject matter technical knowledge within a discipline and sound understanding of ATT technologies.
Education:
Bachelors of Science in Information Systems Technology, Computer Science or Engineering preferred.
Experience:
Typically requires 3-5 years experience. Technical Career Pathway (TCP) role. Supervisory: No.
AT&T
Bedminster, NJ
AT&T Corp. provides voice, video, and data communications services to businesses, consumers, and governments worldwide. It operates in two segments, Business Services and Consumer Services. The Business Services segment offers domestic and international long distance and toll-free voice services, local voice services, audio and video teleconferencing services, Web-based video conferencing services, and calling cards. Its local voice services include local voice and data telecommunications services, such as basic local exchange service, exchange access, private line, and high speed data and pay phone; integrated voice, data, and Internet protocol (IP) services; and packet services.
This segment also provides IP connectivity, managed IP, messaging, electronic commerce services and managed networking services, professional services, and outsourcing solutions; enterprise networking services; enterprise remote access services; Web services; and security services. It offers local, interstate, and international wholesale networking capacity and switched services to other service providers. The Consumer Services segment provides interstate and intrastate long distance telecommunications services throughout the continental U.S. and telecommunications services to and from Alaska, Hawaii, Puerto Rico, and the Virgin Islands, as well as international telecommunications services to and from various nations and territories worldwide.
It provides bundled local and long distance services; calling card services; transaction-based services; Internet; and residential voice over IP services. AT&T Corp. was formerly known as American Telephone & Telegraph Company and changed its name to AT&T Corp. in April 1994. The company was founded in 1885 and is based in Bedminster, New Jersey. AT&T Corp. operates as a subsidiary of AT&T Inc.
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IndustryInformation Technology
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No. of Employees241,810
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Website
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Jobs Posted5330
