Availability Manager; Government

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. RIS I is the delivery of regional IT services to the end user.

We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant. AT&T is seeking an experienced and proactive Availability Manager to join a large government contract. As the Availability Manager, you will play a pivotal role in ensuring operational excellence, service availability, and rapid incident resolution.

Reporting to the Operations Lead, you will drive process improvements, lead response to critical outages, and ensure service level objectives are consistently met. This is a key position with significant visibility and impact across a mission-critical environment.

• This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
• 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.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

• Education:
  • 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.
• Experience:
  • Three (3) years of related experience.
  • Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
• Technical
  
  Skills:
  • Strong troubleshooting abilities in both networking and desktop support.
  • Experience with enterprise management monitoring tools such as HP Open View, Solar Winds, or Splunk (preferred).
  • Proficiency with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent (required).
• Professional
  
  Skills:
  • Exceptional time management, communication, interpersonal, and presentation skills.
  • Proven ability to…