LCM Operations Manager (US hours)

Information about the position

  • Place of work: Košice region, Košice
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

Working as LCM Service Operations Manager (Non-Managerial Positions), 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 IBM and their customers.

Roles and Responsibilities:
In addition, the employee will be responsible to:
• Attend Stewardship meetings and CAB meeting with Customer.
• 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.
• Coordinate delivery of basic and intermediate service requests, including order initiation and performance oversight for work performed by the external 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 RCA - 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.
• Notify Operations teams of SLA impacts.

Key Competencies and Skills:
• Advanced written & spoken English
• Advanced MS Office Skills (Word, Excel, Outlook)
• Project Management
• Change/Incident Management
• Ability to coordinate multiple teams to achieve an objective
• Ability to work under pressure
• Technical knowledge of IT operations (Networking-Telecomm Preferred), CCNA certification

CCNA, ITIL certifications are preferred.
Experience with CISCO, Juniper Firewall, Lan/Wan platforms, Load Balancers & Network Design is an asset.

Education and Qualifications:
University degree or equivalent experience

Additional Information:
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.

Other benefits

Meal Vouchers
Shift Allowance (extra pay)
Private Pension after 1 year
Annual Bonus

Requirements for the employee

Required education

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Administrative and economic skills

Business correspondence - expert


Brief description of the company

Considering we’ve done some pretty impressive work around here, that’s saying something. But we couldn’t have done it without our brilliant people, and you could be one of them. With an average of two patents a day and eight Nobel Prizes to our name, it’s no wonder that for more than a century we have been defining the industry and setting the bar for innovation. This is your chance to do the same. Explore a career with AT&T.

Main focus of the company's activities

Information technology, computer programming, web portals

Company address

AT&T Global Network Services Slovakia s r.o.
Aupark, Einsteinova 24
85101 Bratislava

ID: 2529727   Dátum zverejnenia: 17.3.2017