SR. TECH SPECIALIST, NETWORK OPERATIONS (SD WAN - VELOCLOUD / Routing)

Job Description

Description

Job Summary:-
Candidate will oversee, and coordinate Incident and Problem management activities associated with a large customer’s global network. Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Primary functions performed include incident/outage response, coordinating multiple vendors to resolve outages, leading management status bridge updates, Publish Incident status to the customer via bulletins until incident resolution across AT&T and customers. Be a Subject Matter Expert (SME) on Incident Management Process.
Roles and Responsibilities:
• Candidate will oversee, and coordinate Incident and Problem management activities associated with a large customer’s global network.
• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
• Primary functions performed include incident/outage response, coordinating multiple vendors to resolve outages and leading management status bridge updates.
• Publish Incident status to the customer via bulletins until incident resolution across AT&T and customers. Be a Subject Matter Expert (SME) on Incident Management Process.
• Assist technical teams for speedy resolutions of incidents.

Qualifications

Key Competencies and Skills:
• Experience in customer operations is critical to this position. Must have experience in interacting and effectively communicating with clients.
• Candidate must have excellent customer relationship skills, including experience in handling escalations and crisis situations. Independent, self-driven and highly customer focused
• Able to achieve results through distributed teams and through other functional organizations is essential
• Candidate must have superior written and verbal communication skills, including the ability to lead real-time incident conference calls to manage the customer expectations, multiple supplier inputs, and coordination with AT&T Management Centers and Transport Maintenance Centers.
• ITIL Knowledge and certification is required
• 24/7 environment with rotational shift
Technical skills
• Minimum over 10 years of relevant experience in telecommunications & support of managed network infrastructure industry.
• No less than 2 years of working experience, preferably on customer services interfacing with clients.
• Strong hands on experience in WAN, LAN, VPN, MPLS, IPSEC Architecture and routing protocols (OSPF, BGP, EIGRP etc.)
• Extensive hands on experience in troubleshooting of VPN, MPLS and internet links.
• Experience in troubleshooting any of the SD-WAN product