Availability Manager (TM I) (Government)

AT&T•Columbia, SC

2d•$72,000 - $112,500•Onsite

About The Position

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. Description of Job Duties/Responsibilities: 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.

Requirements

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 OpenView, SolarWinds, or Splunk (preferred).
Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
Professional Skills: 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.
Additional Requirements: 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.

Nice To Haves

DoD 8570 Certification

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.

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