Global Technology Operations Center (GTOC) Application Services Incident Management

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.

Weekly Hours:

Time Type:

Location:

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.

Benefits

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Paid Time Off
Tuition Assistance
Insurance Options
Discounts
Training & Development