Job
Description
Job Description: This description outlines the responsibilities and processes managed by the Global Technology Operations Center (GTOC) Application Services Incident Management team at AT&T. This structure ensures efficient incident handling, regulatory compliance, and customer service continuity for AT&T s extensive application portfolio. Key Responsibilities of GTOC Incident Management (App Svcs): 1. Monitoring and Response: Monitors AT&T s application and Network Cloud performance. Coordinates responses to application and Cloud 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. Supported Services: Manage outages for enterprise applications and cloud services such as Salesforce, ServiceNow, OPUS, Halo, DNS, Microsoft suite (Teams, 365 etc.), Azure, Bastion, AWS etc. 5. Collaboration: Works with internal AT&T organizations such as Customer Care, Field Services, Online, Retail, MVNO, Mass Markets, AT&T Business Operations, AT&T Consumer Organizations, Technology Reliability Centers, Service Advocacy, Corporate Communications, Mobility Network Services etc. Desired Expertise: Qualifications : Strong problem solving, analytical, and time management skills. Preferred ITIL 4 and/or SRE certification/experience Preferred bachelor s degree in information technology, engineering, or a related field. Minimum three years experience working in IT service management, or a similar role. Knowledge working with IT systems, software and Cloud computing. Excellent managerial skills and ability to collaborate with team members. Ability to analyze a high volume of technical data and work in a fast-paced environment. Ability to understand and troubleshoot complex issues Strong verbal and written communication skills Strong facilitation and leadership skills Tools: Familiarity with ONE Tool, DEEP, Microsoft Teams & 365, PowerBI Customer Ticketing Systems: Knowledge of systems like AOTS, AOTS-M, ServiceNow, WFA, and WMS. 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. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Job ID R-59641 Date posted 03/20/2025
