Lead Customer Advocate, tech support

This is a layer 2 transport technical position in the Global Transport Technology Reliability Center.

This position interfaces directly with technicians and managers in the center and interfaces with other ATT work-groups and other LECs. It provides technical support and expertise in asynchronous transport network elements and ‘end to end’ transport path.

The position provides support and management of transport failures, service outages and long duration trouble conditions.

This position also performs Bridge Management for major events to include, overall control of the outage bridge and any other duties which will assist in shortening the duration of the outage and timelines for senior management.

Provide reports using data from various sources utilized in a Transport NRC Center. Analyzes data and makes recommendations for process improvement.

Develop guidelines, job aids, procedures and training material to aid in the expedient resolution of network outages/simplex.

Utilize advanced/expert knowledge and experience in Transport systems in a maintenance environment including ‘end to end’ transport path, DCS, SLC/DLC, SONET rings, MUX, (SONET and Async) and DWDM; Knowledge of OSS including but not limited to (NMA, Netsmart, TIRKS, GRETA, TROUT, NERS, WFA/C, TEMS, NATS, DRS, Sessions Mgr, and DBSCID).

This position requires an on-call duty week, extended hours, including late nights, weekends, and holidays in support of 24x7x365 environment. This is not a virtual office opportunity and candidates must have the required technical skills to be considered



Required Qualifications - 1-3 years of interoffice transport provisioning and/or maintenance experience
1-3 years of experience with center OSS support systems.
STRONG oral and written communication skills.

Desired Qualifications -
BS in technical disciplines, such as Engineering, Computer Sciences, and Operations
Knowledge of Network Planning, Engineering, Construction and Mobility architectures
Project Management skills
Software testing

Must demonstrate a sense of urgency and willingness to be part of a fast-paced, team environment. Expect initial training period to be several months.