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Our partner's Advanced Technical Support (ATS) Organization is responsible for technical planning and advanced technical support for all layers of our partner's network, including IP, Data, Transport, and Switching for all types of networks. This includes planning and support for voice, data, video and IP based services in both the wire line and wireless environments.

Responsibilities:

• Deliver the highest level (Tier-3) of network technical support within our partner's technical support structure requiring 24x7 on call from escalating organizations including but not limited to Tier-2 Operations and NPE

• Provides the technical troubleshooting and leadership skills required to recover from the most complex network problems in real time, directing the activities of technical resources from Tier-2, Labs, and the vendor(s) to restore service

• Responsible for the investigation and management of all follow-up activities needed to determine root cause, attempt problem recreation in the Tier Support lab, identify workarounds when feasible, coordinate with Labs for delivery and certification of vendor fixes or design changes, and planning for the eventual implementation within the network

• Develop scripts to pro-actively identify known defect signatures and define the least intrusive recovery processes; to extract forensic data from network elements and analyze to identify potential patterns of unexpected behavior needed to understand root cause

• Responsible for the reliability of the end-to-end network and the quality of the delivered service tracking and analyzing outage patterns leading to identification of chronic issues

• Represent our partner in customer meetings requiring subject matter experts in support of customer facing organizations including Service Management

• Responsible for all equipment and software vendor management relationships, insuring that our partner's quality objectives are being met. Partner with GSS to review and provide feedback during the negotiation of maintenance contracts

• Responsible for the final phase of planning and preparation for the insertion of new technology and changes into the network

• Development of tools as needed to compensate for lack of formal OSS in support of the new technology

• Provide technical support for OSS EMS including development to enhance their effectiveness within our partner's implementation

• Gather and analyze relevant network element field data to validate the expected improvements and features of the field changes

• Manage the risk of new technology introduction via a formal risk assessment process aimed at minimizing the impact of potential fallout

• Performs system and database administration, fault resolution, proactive maintenance, software and hardware upgrades, technical documentation, training, financial budget and vendor management for Element Management Systems

• Responsible for facilitating the recovery of EMS Systems, Databases, and Hardware faults, by directing vendors and technical support organizations

• directing Vendors and other organizations in the roll out of new Software and Hardware upgrades

• Collaborate with our partner's Lab managers during the rollout of new EMS software and hardware and issue Engineering Complaints, review SLA, TL 9000 metrics and assure vendor quality and responsiveness is adhered to in the form of patching, PCN and overall product delivery

Additional Responsibilities:

• Subject matter expert within own discipline/specialty area and basic knowledge of other disciplines / specialty areas

• Deep technical knowledge

• Applies in-depth knowledge of discipline/specialty area standards and processes to work. Integrates industry experience and deep professional/ technical knowledge

• Technical leader and recognized expert on select AT&T technologies, systems and/or procedures

• Analysis and Problem Solving -Solves unique problems through evaluative judgment and precedent

• Independently applies sophisticated analysis in evaluating issues and develops new concepts, methods and techniques for cross-functional initiatives

• Recognizes and pursues alternative methods

• Guided by department goals and objectives

• Exercises latitude in determining objectives and approaches to projects

• Leads multiple projects of small to medium size and technical breadth

• Contribution to AT&T Technology

• Key contributor on complex projects and initiatives

Requirements:

• A bachelor's degree in engineering or computer science, or equivalent experience

• SUN / Oracle hardware and OS knowledge

• IP networking knowledge

• General knowledge of the Mobility RAN and Core network

• Experience with quality management principles - ISO/TL9000, Six Sigma

• Experience with Perl, Shell scripting, Apache

• Extensive knowledge of EMS functions and call processing flow

• Expert with MS Office to include PowerPoint, Excel, Access, and Word

• Advanced troubleshooting - (Real-time isolation and recovery, Root Cause Analysis, Trouble Investigation for Network EMS systems

• Maintenance (patch) release implementation processes (network elements (all layers), OS, server, EMS, applications)

• Operating system sysadmin (Unix, Linux, Solaris, MS Windows Server, Windows, etc)

• Incident/Outage Management- (decisive command and control skills)

• High availability fundamentals - (Hardware and software watchdog mechanisms, redundancy management, real time replication, etc)

• Logical and physical configuration - (servers, EMS)

• Must be able to communicate in fluent conversational ENGLISH (Written and Verbal)

Preferred Skills:

• Experience with HPUX, Linux, AIX, Veritas Volume Manager, Veritas Cluster, Veritas Netbackup, Veritas File System

• Incident/Outage Management- (decisive command and control skills)

• Project /Upgrade Management skills and excellent organization skills

• Excellent written and verbal communication skills