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As a Professional Network Support employee you will be responsible for the overall reliability and operations of ATTs Roaming operations, IP Core, Mobility, and other advanced communication technologies. Performs both fault and lifecycle management to deliver platform technical support on a 24X7 basis to include triage, investigation and remediation of acute and chronic issues that span multiple platforms and technology environments. Must understand the End- to-End service to support underlying technologies (5G, LTE 3G/2G, etc) This career step requires intermediate level experience


**About the team:**


Proactive Monitoring and training **:** Responsible for Proactive monitoring of network signaling using monitoring tools to maintain roaming services around the globe. Assist other members of the organization to improve their technical troubleshooting skills. Provide training on topics that are important/relative to roaming troubleshooting. Get involved with escalated issues where additional technical expertise is required. Find and interpret technical specifications (i.e. 3GPP, ITU-T, GSMA, etc.,) to aid in the pursuit of network fixes and configuration changes. Add technical details and articles (Call Flows, Network Architecture, Networking Fundamentals, etc.) to the team Wiki so all technicians have access to correct information. Keep up to date on upcoming and ongoing projects and technologies


**IoT:** Support Internet of Things (IoT) roaming devices around the globe. Utilize in-depth knowledge of roaming call flows, network architecture, device behavior, and investigative tools needed to support IoT accounts experiencing trouble while roaming. Capture control plane and user plane signaling, provide analysis and then interact with vendors, roaming partners or other AT&T network teams to resolve the trouble. Take the lead on investigative conference bridges with IoT team members, customers, vendors or roaming partners.


**About the Job:**


FAULT MANAGEMENT - This position serves as a Tier III role in Roaming Operations. Tier III is responsible for proactive roaming troubleshooting using signaling monitoring tools to view successful/failed transactions of several network protocols (SS7, GTP, DNS, Diameter, etc). The candidate will be responsible for investigating highly impactful roaming issues, and supporting business critical IoT roaming devices worldwide. The position requires expert level knowledge of network call flows and architecture and is responsible for the mentoring and training of technicians within the Roaming Operations Center. Technical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive); investigation/diagnose network issues, triage and communicate event status and coordinate root cause analysis; mitigate/remediate complex technology fault conditions that span multiple production platforms and environments; implement restoration of service; and may involve the implementation of vendor/IT fixes or design changes. Solves Tier 2 issues independently and works with additional support teams and vendors as needed. Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs).


TECHNOLOGY INSERTION AND PRODUCT DEVELOPMENT - Works closely with business partners in a DevOps methodology partnering with Labs, product development, and engineering teams to create process documentation, methods, procedures, and guidelines for current network planning, capacity management and use/test cases during new technology instantiation. Participates in collaboration sessions with vendors on product capabilities and improvements. Reviews and interprets technical documentation and vendor specs for inclusion/adaptation into database templates. May interact with customers virtually or in person to outline or recommend technical solutions for their business or explaining root cause of a network event. Collaborate with upstream and downstream partners (hardware or software vendors, CTO, engineering, product development, provisioning, etc.) to design and implement custom solutions for internal and external customers and conduct change management procedures. Develop applications, scripts, and act as system DBA (database administration), building websites, web applications, and internal messaging BOTs while maintaining other key critical software/data platforms. Knowledge of and the ability to use tools and techniques for analyzing and documenting logical relationships among data, processes or events translating business problems into insights.


AUTOMATION - Perform automation functions through scripting and programming to bring efficiency to support and monitoring functions. Perform data analysis on platform and or organizational metrics using industry standard analytics and data presentation tools. Job Contribution: Intermediate level technical professional. Subject matter technical knowledge within a discipline and sound understanding of ATT technologies.


Roaming operations is a technical position. It requires critical thinking and customer facing skills. The types of issues that are reported are AT&T customers roaming internationally or domestically, or roaming partner customers roaming on the AT&T network who are experiencing mobility service issues. Issues are reported to roaming operations, ROC, primarily via a ticketing system. Technicians take ownership of tickets and troubleshoot to resolve the reported issue


Customer outreach occurs to find out what exactly the end user's experience is. There are a number of tracing tools that are used. Tracing on subscriber information is performed and trace analysis is conducted to determine next steps. Communicating to roaming partner or internal AT&T network teams may be required to help resolve issues.


Qualifications:


+ Bachelors degree in Math, Science, Engineering, Computer Sciences or Operations preferred

+ 3-5 years experience preferred

+ Mobility experience

+ Mobility Network Troubleshooting experience

+ Network architecture experience

+ Analytical and critical thinking

+ Able to work individually and as a part of a team

+ Can adapt and learn quickly

+ Understand the OSI model


Supervisory: No


Environmental Requirements: This position may be responsible for contributing to AT&T compliance with environmental laws and regulations as applicable to its job function. This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions.


Our Professional Network Support Employees earn between $85,700 - $154,200 annually. Not to mention all the other amazing rewards that working at AT&T offers. From health insurance to tuition reimbursement and paid time off to discounts on products and services just to name a few. There is a lot to be excited about around here. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.


A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, youll lead transformation surrounded by trailblazing industry leaders like you. Youll be empowered to go above and beyond making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where youre at in your career trajectory, youll be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, youll be a part of something greater, do incredible things and be rewarded with a chance to change the world.


Ready to step into a career with AT&T? Apply today.


AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status