Technical Operations Manager

Position will be based in Slovakia, Kosice.
This position requires candidate to work in US Eastern time zone - e.g. 14.00pm -22.30pm Slovakia time.

Working as Operations Manager, the employee will be responsible to maintain overall awareness of day to day operational activities and issues. This position will assist in representing AT&T delivery teams as appropriate at customer meetings and provide the interface between the customer and IBM team for Day 2 delivery management. Operations Manager is responsible for technical, operational and SLA supervision for AT&T / IBM clients. The successful candidate will serve as primary technical support for MACD and network operations by managing customer devices and end-to-end services. This role is client facing and provides excellent opportunity to develop customer relationship and project management skills for candidates interested in expanded technical and managerial career development.

In addition, the employee will be responsible to:

• Attend Stewardship meetings with IBM.
• Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc) within the IBM generated CR in GPS.
• Ensure Service Requests are properly routed to AT&T and the NI Partner.
• Coordinate delivery of basic and intermediate MACD service requests, including order initiation and performance oversight for work performed by the NI Partner.
• Proactive Incident management to avert high severity issues and business impact.
• 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.
• Occasional out of hours for support of critical outages.
• Timely management escalation to maintain proper visibility and ensuring right resource engagement.
• Managing break fix activities during incidents to provide any workaround or fix.
• Presenting incident summary to customers as required after incident close down.
• Creating Root Cause Analysis report for Sev-1 outages
• Preventing problems to IT services, along with the resulting incidents
• Eliminating recurring incidents
• Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause
• Submitting a request for change that will implement the fix
• Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems
• Review and notify IBM of infrastructure changes that may impact the end customer.
• Communicates schedule changes to IBM and the IBM Customer