Lead Network Technology Support

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team delivers innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

As a Lead Network Technology Support, you will be responsible for the overall reliability and operations of ATTs Optical, IP Core, Mobility, and other advanced communication technologies. Performs both fault and lifecycle management to deliver platform technical support on a 24x7 basis to include triage, investigation and remediation of acute and chronic issues that span multiple platforms and technology environments. Must understand the End- to-End service to support underlying technologies (VOIP, messaging, Wi-Fi, etc.).

Key Roles and Responsibilities:

• FAULT MANAGEMENT

  • Technical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive)

  • Investigation/diagnose network issues, triage and communicate event status and coordinate root cause analysis

  • Mitigate/remediate complex technology fault conditions that span multiple production platforms and environments

  • Implement restoration of service

  • May involve the implementation of vendor/IT fixes or design changes. Solves Tier 2 issues independently and works with additional support teams and vendors as needed

  • Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs)

• TECHNOLOGY INSERTION AND PRODUCT DEVELOPMENT

  • Works closely with business partners in a DevOps methodology partnering with Labs, product development, and engineering teams to create process documentation, methods, procedures, and guidelines for current network planning, capacity management and use/test cases during new technology instantiation

  • Participates in collaboration sessions with vendors on product capabilities and improvements

  • Reviews and interprets technical documentation and vendor specs for inclusion/adaptation into database templates

  • May interact with customers virtually or in person to outline or recommend technical solutions for their business or explaining root cause of a network event

  • Collaborate with upstream and downstream partners (hardware or software vendors, CTO, engineering, product development, provisioning, etc.) to design and implement custom solutions for internal and external customers and conduct management procedures

  • Develop applications, scripts, and act as system DBA (database administration), building websites, web applications, and internal messaging BOTs while maintaining other key critical software/data platforms

  • Knowledge of and the ability to use tools and techniques for analyzing and documenting logical relationships among data, processes or events translating business problems into insights

• AUTOMATION

  • Perform automation functions through scripting and programming to bring efficiency to support and monitoring functions

  • Perform data analysis on platform and organizational metrics using industry standard analytics and data presentation tools

Required Experience:

• 5-8 years’ experience; Technical Career Pathway (TCP) role

• 3-5 years’ experience of software development, including leading teams and projects

• Strong Understanding of software architecture principles and design patterns

Required Qualifications:

• Proficiency in multiple programming languages (e.g., C+, Angular, HTML, jQuery, JSON, JavaScript)

• Familiarity with software development methodologies (Agile, Scrum)

• Experience with coding standards, code reviews, and source control management

• Expertise in database design and management, including SQL/NoSQL technologies (e.g., SQL Server, MySQL, Mongo DB, transactional SQL)

• Knowledge of testing methodologies and debugging techniques

• Proficiency with cloud platforms (Azure)

• Experience with UI toolkits, frameworks, and DevOps tools/practices

• Ability to transform requirements into design concepts and entity