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AT&T · 1 day ago

Availability Manager (TM I) (Government)

Columbia, MD

Full-time

Onsite

Mid, Senior Level

$72K/yr - $112K/yr

3+ years exp

AT&T Global Public Sector is a trusted provider of secure, cloud-based network solutions and professional services to the Federal Government. They are seeking an experienced Availability Manager to ensure operational excellence, service availability, and rapid incident resolution, while leading a team and driving process improvements in a mission-critical environment.

CollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Operational Oversight: Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives

Process Implementation & Improvement: Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency. Identify significant process matters or enhancements and drive their successful implementation

Incident Management Leadership: Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs)

Staff Development & Performance: Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues. Make informed recommendations for personnel actions as needed to build a high-performing team

Reporting & Communication: Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status. Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed

Scheduling: Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment

Collaboration: Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture

Qualification

Network engineeringIncident managementStaff supervisionITSM toolsTroubleshootingProcess improvementSchedulingTime managementCommunication skillsLeadership skillsInterpersonal skillsPresentation skills

Required

Bachelor's degree in engineering from an accredited college or university is desired

Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor's degree

Three (3) years of related experience

Demonstrated experience scheduling and supervising staff in a 24x7 operational environment

Strong troubleshooting abilities in both networking and desktop support

Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required)

Exceptional time management, communication, interpersonal, and presentation skills

Proven ability to communicate professionally with all levels of personnel and stakeholders

Strong leadership skills with a track record of developing high-performing teams

Ability to work in a fast-paced, mission-critical environment with shifting priorities

Availability to provide on-call support or work non-standard hours as needed

Required Clearance: TS/SCI with polygraph

Preferred

Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred)

Desired Qualifications: DoD 8570 Certification

Benefits

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) \•Pro-rated when working less than 40 hrs/wk.

Paid Parental Leave

Paid Caregiver Leave

Additional sick leave beyond what state and local law require may be available but is unprotected

Adoption Reimbursement

Disability Benefits (short term and long term)

Life and Accidental Death Insurance

Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

Employee Assistance Programs (EAP)

Extensive employee wellness programs

Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone