• Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
• Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.
• Timely management escalation to maintain proper visibility and ensuring right resource engagement.
• Managing break fix activities during incidents to provide any workaround or fix.
• Occasional out of hours for support of critical outages. ROLES AND RESPONSIBILITIES: Roles & Responsibilities:

• Strong leadership, coaching, mentoring and communication skills
• Customer and Service focused
• Be comfortable working directly with the customer and being able to communicate with technical and non-technical users
• Attend and drive Technical Recovery calls
• Being aware and attentive to customer issues and demands
• Undertake on-going education/training for GCSC staff to ensure all staff adhere, understand and comply to standard processes and AT&T initiatives
• Be comfortable working in a dynamic and diverse environment and be able to negotiate and mediate with the overall GCSC team
• Possess a deep knowledge of problem and change process and best practices
• Demonstrate accountability to process and adherence to team procedures
• Possess excellent organization and time management skills
• Supervise staff progress and prioritize issues/staffing accordingly
• Provide 24x7 SPOC for GCSC escalations and handle concerns in an effective and timely manner
• Develop, update, maintain a shift schedule for GCSC staff
• Develop, update, maintain an on-call schedule for applicable GCSC staff
• Provide 24x7 SPOC for GCSC staff regarding scheduling exceptions (lateness, sickness, WFH etc)
• Possess an advanced knowledge of network technologies and protocols to mentor and train GCSC staff
• Lead transition activities related to new business and increased scope of work/business
• Lead transition activities related to movement of business or staffing changes
• Work with Solution Architects and Sales to solution new business, increased scope or scope changes related to GCSC services
• Work across towers, organizations and teams to provide better customer service and GCSC efficiency
• Proactively seek-out, review and enable opportunities to add value to the business with creativity, accountability and integrity
• Work with other Team Leads and Management to develop and review GCSC specific operational or staffing policies
• Work with AT&T management and HR to secure staffing
• Interview potential new hires/candidates as necessary
• Along with HR, de-board/terminate employee/contractor staff as necessary
• Monitor/track/escalate staffing attendance (Eg: Vacation, Banked-time, Over-time, lateness, sickness etc)
• Work with AT&T vendor agencies to address contractor concerns/escalations
• Provide, review and address GCSC performance, staffing and workload metrics and forecasting
• Review and approve contractor expenses
• Review and approve employee and contractor time sheets
• Provide a SPOC 24x7 facilities issues and escalations (eg: HVAC, Safety, Assets)
• Develop, update and verify GCSC Disaster Recovery procedures and documentation
• Manage and review GCSC expenses (eg: Shaw cable TV, Rogers Rocket Sticks, Rogers pager, office supplies, health supplies)
• Work directly with ITO staff to obtain assets for applicable GCSC staff (Eg: Projector, TV, Monitoring, Desktop, Laptop, Phone, Keyboard, Mouse etc)
• Work directly with ITO to manage lifecycles projects for GCSC assets
• Work directly with AT&T facilities staff to monitor/review/escalate the health and safety of the AT&T floor space
• Work directly with AT&T facilities staff to address facilities issues/concerns
• Work directly with AT&T facilitates staff to obtain digital video footage as necessary
• Develop, update and review staffing roles and responsibilities documentation
• Assist with staff performance reviews on a regular basis
• Assist AT&T support teams during contract negotiations, pricing exercises, technical solutions, contract management as required/directed
• Assist management to meet AT&T financial, organizational and departmental goals
• Review and understand contractual obligations relative to GCSC service assurance work KEY COMPETENCIES AND SKILLS: Technical Skills:- ? Experience: 6 to 10 Years ? Network troubleshooting/engineering experience ? Strong Knowledge Cisco Routers/Switches ? Experience in LAN Switching. vLAN’s, configuration ? Strong Experience in support of Network Design solutions. ? Lead critical Network projects from start to finish. (Design/Deploy) ? Experience in WAN Router protocols, routing and configuration BGP/OSPF/EIRGP/RIP ? Exposure to WIFI technologies ? Very Good Knowledge on LAN and WAN networks ? Support Network Security Audit Readiness ? BlueCoat proxy and Wan Opt ? Cisco ASA Firewalls ? Riverbed WAAS Technologies ? Cisco Maraki and Wireless ? BIG IP Load Balancers ? Palo Alto Firewalls ? Cisco ACS servers ? Cisco DMVPN ? Cisco Prime ? Network monitoring tools Vitalnet, SevOne, PRTG, Netflow ? Aruba Technologies ? On hands experience for the following technical aspects of Cisco Switches, Routers, Big IP (F5) Load Balancers/Nexus Switches and Routers,/Juniper Switches. ? Juniper Switches and Router ? Routing Protocols – OSPF and BGP ? Knowledge on MPLS and Load Balancers ? Experience in Foundry Routers/Switches Allied Telesyn Routers Load Balancers (Foundry, Alteon, Cisco & F5) Knowledge on Firewalls (Checkpoint) ? Experience in ATM , BIG IP,CISCO ACE, CSS--Load Balancing, RIVERBED, JUNIPER, CISCO, Aruba and Cisco Wireless, NetScaler technologies Professional Skills:- ? Excellent communication skills (verbal & written, technical & interpersonal) ? Excellent telephone manner ? Excellent problem solving skills ? Professionalism at all times ? Highly skilled in the use of PC, Network systems and applications ? Ability to work well under pressure, set priorities and make well-considered decisions ? Drive, enthusiasm, initiative, commitment and self-motivation ? Resourcefulness and flexibility ? Ability to work well in a team EDUCATION AND QUALIFICATIONS: College degree. ADDITIONAL INFORMATION: Excellent written and verbal communication skills. Strong collaboration skills. Must possess either CCNA or CCNP. ITIL v3 certification a plus

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Our people, and their passion to succeed, are at the heart of what we do. Today, we’re poised to connect millions of people with their world, delivering the human benefits of technology in ways that defy the imaginable.