AT&T Project Manager – Problem Management(Government) in Mechanicsville, Virginia
Candidate will be assigned Tier II NOC Operator duties with a focus on Problem Management within Network Operations Center responsible for monitoring current network status; responsible for troubleshooting outages using variety of router, switch and firewalls commands. Support incoming technical calls from multiple customers and assist either through initial troubleshooting, creating trouble tickets, reporting status of resolution, or elevating trouble tickets for Tier III engineer support.
Specific Lead duties include (but are not limited to):
Lead Problem Management ITIL Process area within a 24x7x365 Network Operation Center’s (NOC) operations and personnel.
Further develop process and procedures within the NOC.
Update and maintain documentation associated with processes and procedures (run books).
Mentor and develop Tier 1 & 2 technicians in the Problem Management process area.
Support the troubleshooting of major issues with NOC monitoring tools.
Coordinate efforts to identify root cause and recommend solutions.
Provide leadership and coordination on projects assigned.
Perform process development.
Ensure that systemic issues have appropriate resolution paths.
Identify and document root cause for priority issues.
Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution and customer issues.
Perform all other related duties as assigned.
Subject to call 24 hours, 7 days a week.
Must be a US Citizen and possess a Secret Clearance
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/V