Join the AT&T Team as a Lead Tech Service Manager and Drive Technical Excellence in Outage Management and Stability
Are you a technical leader with a passion for improving customer experiences and reducing service disruptions? Do you have a strong background in retail applications, infrastructure, and ticketing systems? Look no further than AT&T's Lead Tech Service Manager role, where you'll work on a team dedicated to driving a world-class customer experience and winning as one.
About AT&T and Our Consumer Organization
AT&T is a global leader in communications and technology, and our Consumer Organization is committed to delivering an exceptional customer experience. We're focused on improving end-user experiences and reducing service disruptions as quickly as possible. Our team members are passionate about leveraging technical and communication skills to drive issue resolution and enhance the experience of thousands of employees across AT&T's retail distribution touchpoints.
Job Summary
As a Lead Tech Service Manager, you'll work on a team with regular workday hours and a 24x7 on-call rotation for after-hours issues. You'll leverage your technical and communication skills to drive issue resolution, reduce service disruption, and collaborate with multiple organizations to meet and surpass commitments. This role requires deep technical knowledge and subject matter expertise on AT&T technologies, specifically around retail and the systems they interact with.
Key Responsibilities
- Issue Resolution: Drive and perform resolution of routine and complex issues across environments, ensuring minimal service disruption and optimal system performance.
- Availability and Performance: Perform ongoing assessments around availability Mean Time to Restore (MTTR) and Mean Time Between Failures (MTBF) in a 24x7 on-call rotation organization.
- Root Cause Analysis: Drive research and analysis of operational errors/problems to identify root cause and corrective actions, and report findings to appropriate individuals.
- User Experience: Conduct user experience testing to ensure a good retail experience and identify areas for improvement.
- Trending and Analysis: Use trending and analysis to identify patterns that could potentially impact the use of client systems and make recommendations for improvement.
- Relationship Building: Continually build relationships to better collaborate with multiple organizations and cross-functional teams.
Qualifications
Minimum Qualifications:
- Relevant Experience: 5-8 years of relevant, related experience in a technical field, preferably in retail applications, infrastructure, and ticketing systems.
- Education: Bachelor's degree in Business, Information Systems, Engineering, Math, Sciences, or equivalent experience.
- Technical Skills: Strong communication, systems, and technology skills, with experience in retail applications, infrastructure, and ticketing systems.
Preferred Qualifications:
- Collaboration Experience: Experience collaborating with development, support, and product teams.
- Tools and Support Systems: Experience with tools and support systems, such as IT service management software.
Principal Functional Skills/Competencies
- Emerging Technologies: Knowledge of emerging technologies and their applications in retail and customer experience.
- IT Environment: Understanding of IT environments, including infrastructure, applications, and services.
- IT Governance: Familiarity with IT governance principles and practices.
What We Offer
Compensation and Benefits:
- Competitive Salary: Earn between $105,600 - $158,400 USD per year, depending on experience and location.
- Medical/Dental/Vision Coverage: Comprehensive medical, dental, and vision coverage.
- 401(k) Plan: Generous 401(k) plan with company match.
- Paid Time Off: Paid time off and holidays, with at least 23 days of vacation per year.
Career Growth and Learning Benefits:
- Career Development: Opportunities for career growth and advancement within AT&T.
- Training and Development: Access to extensive training and development programs.
- Mentorship: Opportunities for mentorship and coaching from experienced professionals.
Work Environment and Culture:
- Remote Work: This is a remote job, with flexible work arrangements available.
- Collaborative Culture: Collaborative and dynamic work environment with a team of passionate professionals.
- Diversity and Inclusion: Commitment to diversity, equity, and inclusion, with employee resource groups and diversity initiatives.
How to Apply
If you're a motivated and experienced technical leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.
Don't miss out on this opportunity to join the AT&T team and drive technical excellence in outage management and stability. Apply today!
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