Work Location: JBER
As the site operations lead you are responsible for overseeing the overall success of service delivery and life cycle operations at the Air Force base level. It's an operations lead's job to make sure AT&T service organization is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients. You have demonstrated your ability supporting a broad role overseeing AT&T and subcontractors, monitoring and analyzing production and provision of service to check it's effective, and working out a strategy for improving if necessary.
You are the local site lead over all site contract operations liaising with other team members, including interacting with managers of different areas of the organization, presenting findings to stakeholders and higher management as well as training and supervising new employees and tracking and measuring staff performance.
Direct management of all operations positions within the Service Management Team.
Interacts with multiple levels of internal, vendor, and Air Force key personnel regarding service performance.
Serves as primary customer advocate and escalation point of contact for service performance issues.
Responsible for meeting all operations service levels, including incident management, problem management, change management, and availability.
Oversees incident/problem management.
Provides due diligence to determine root cause for incidents.
Provides operations reports to Air Force, including performance for SLOs, chronic issues, and remediation plans.
Works with Air Force organizations, stakeholders, suppliers, and internal organization to evaluate and implement process changes for service assurance (break fix).
Drives process improvements based on Air Force experiences and recommendations for service assurance. Prepares and implements service improvement action plans as required.
Bachelor's degree, experience in DoD base level IT and facilities management. 10+ years in leading commercial or DoD teams in IT communications discipline
Required Clearance: Must be a US Citizen and possess or be able to obtain TS /SCI
Desired: PMP, or Prince2 certification
AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
Job ID 1842012-3 Date posted 09/25/2018