Sr Associate App/Prod Support

6 months ago

Chennai, India AT&T Full time

Job Description

:

About the Team

The team this Software Engineer joins will be performing Journey Centric Operations; this includes: 24/7 Problem/Incident Mgmt, functional triage, impact assessments, and Major Launch Event Support (example: Iconic) activities for Account Management Support websites and mobile apps.

About the Job

This position is responsible for providing 24/7 Problem/Incident Mgmt, functional triage, customer impact assessments, and Major Launch Event Support for Consumer Account Management, Support websites and mobile apps.

This position will also involve the establishment of an Operations intake model for production defects and issues reported by stakeholders including Business, Product and leadership. 

This position will also take part in interfacing with external teams, such as Iconic Launch Command Center, for heightened support of SPT defect and incident triage & providing status during Major Launch Events

Roles and Responsibilities:

Must be having problem solving skills and attitude. Must be having analytical skills. Manage production tickets for issues faced by AT&T customers reported on various ticketing tools Analyze and troubleshoot incidents & problems in production. Should be responsible for defect management & production issue triages. Partners with development, Tier-1, SRE and release management. Collaborate with Developers, Business, and multiple global stakeholders to resolve production defects Manages adherence to SLAs. Manages analysis for defect trends & chronic analysis. Monitoring issues proactively and preparing reports. Identifies problems & defects with continuous monitoring. Should be able to utilize analytical tools

Primary / Mandatory skills:

Overall 5 to 7 years’ experience in problem management activities with strong analytical & problem solving skills.

Expertise in problem management, incident management & support. Expertise in working with ticketing tools. Knowledge of ITIL concepts. Should be having knowledge on agile framework Knowledge of Scrum and Kanban Expertise in preparing daily status reports/dashboards to Management Hands on experience on SQL & Unix Should be able to Co-ordinate proactively with SRE, Dev Leads & Other Members Well versed in Rest API using Postman/SOAP UI Experience in Telecom Industry is added advantage

Technical Skills: ITIL, SQL, Unix, ELK, Splunk, SOAP UI, Postman, Dynatrace

Additional information (if any): Willing to work in Shift Duties, Willingness to learn is very important as AT&T offers excellent environment to learn Digital Transformation skills such as cloud etc.

Weekly Hours:

40

Time Type:

Regular

Location:

Chennai, Tamil Nadu, 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.

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