For more than a century, we have consistently provided innovative, reliable, high-quality products and services and excellent customer care. Today, our mission is to connect people with their world, everywhere they live and work, and do it better than anyone else. We're fulfilling this vision by creating new solutions for consumers and businesses and by driving innovation in the communications and entertainment industry. We seek qualified candidate for the below position.
AT&T Senior IT Service Mgmt Digital Life
Location: Atlanta, GA
SUPERVISORY: No
Requisition Number: 1136642
Description
This role is supporting the newly announced Digital Life Services organization. This group will be launching AT&T's connected digital home services including Home Security, Home Monitoring, Home Automation & Control, Home Healthcare, Personal Energy Management and other applications.
Description
Individual contributor responsible for working across multiple IT organizations ensuring that business services are available to our end users allowing them to perform their day to day operations without interruption of service. This includes an ongoing assessment 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
Position will support Digital Life IT Operations and will report to the Director of IT Operations in a management level position.
Qualifications
Required Skills/Qualifications:
7+ years business operations experience in desktop and/or data center support
A background in planning, implementing and managing change
Strong negotiation skills
Experience in leading cross-functional efforts
Customer Experience Definition/Strategy
Experience with Gap Analysis
Excellent written and verbal communication skills and the ability to communicate effectively with all levels of management
Experience in making presentations to Senior Management
Proficiency of business tools i.e. MS Project, Excel, PowerPoint, Word, SharePoint, Visio
Scorecard/dashboard development
Desired Skills/Qualfications:
· Bachelors degree or work experience equivalent in IT and business operations
· PMP certified or 5+ years program/project management experience
· 3+ years budget and/or financial analysis
· Six Sigma experience
· Advanced Excel and Power Point skills
· SharePoint development & administrative experience
· Knowledge of the IT Operations (ITO) framework
· Current Knowledge Management tools and IT development processes
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D
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