Job Description:

Number of Positions

1

Job Family

Intl Work Center (CTR)

Type of Position

Permanent   Location – Bangalore, India

Support hours

Predominantly US business hours. Shifts: 24X7 rotational shifts

Roles and Responsibilities

Acting as a Tier T2 for GCSC Teams.2nd responders supporting AT&T GCSC strategic services like Flexware,SDWAN OTTExpertise in Performing network triageManaging the process of Service restoral and break/fix functions Scope include – Analyze and escalatePrioritizing and analyzing the events in the network

Resolve problems for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.

Good skills on Change ManagementEnsure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.Ticket ManagementWork with internal support groups and recommend diagnostic tests based on degree of service impairmentAccess provider management and associated escalationsNegotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for sectionalization and testing plans.Escalate ticket according to process based on the established intervals. 

Knowledge and Skills Required to Perform the Role

Technical Skills:-

Minimum 3-5 years of relevant experience in telecommunications & managed network infrastructure industry
No less than 2 years of working experience, preferably on customer services interfacing with clients.
No less than 3 years of hands on experience on Networking / IT infrastructure as an engineer (any of the one listed – WAN, LAN, Voice, IT infrastructure, Hosting, Servers, Firewall, NOC etc)
Basic knowledge on SDN/SDWAN – Viptela, Velocloud, Silverpeak or 128T
Excellent knowledge of WAN, LAN & Voice technologies to manage the IT operations
Good knowledge on various Router, Switches. Load Balancers, Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc
Strong understanding of Voice, Data and IP networks is required.

Professional Skills:-

Excellent communication skills (verbal & written, technical & interpersonal)Excellent telephone mannerExcellent problem solving skillsProfessionalism at all timesHighly skilled in the use of PC systems and applicationsAbility to work well under pressure, set priorities and make well-considered decisionsDrive, enthusiasm, initiative, commitment and self-motivationResourcefulness and flexibilityAbility to work well in a team

Years of Experience

4+yrs

Education

Bachelor/masters in in electrical/electronic engineering, computer engineering or related discipline

Weekly Hours:

40

Time Type:

Regular

Location:

Bangalore, Karnataka, India

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.

Job ID R-70534 Date posted 06/16/2025