The incident management team governs and executes incident management throughout AT&T's video platforms. Our group's mission is to provide an easily used process which eliminates end-user impact, prepares for post-mortem, reports incident management performance and improves teams efficiencies through automation. Incident Managers are intermediate level technical professionals who respond to incidents affecting Critical Business Services, manage teams supporting triage, collect and report on lessons learned, and recommend improvements.
What this person is responsible for:
Act independently as the operational level manager, accountable for the management of the most critical incidents affecting video services. Coordinate multi-team efforts to restore service and communicate throughout outages. Solves unique incidents by independently applying judgement, knowledge and management of support resources during impact.
Chair and schedule post-mortem meetings, coordinate resource availability and deliver preliminary and final root cause analysis documentation before and after post-mortems. Identify areas for improvement and assist in the development of action plans to improve Critical Business Services. Partner with Service Delivery teams to report on improvement action completion.
Develop, manage and improve established Incident Management processes by partnering with Service and Platform Owners and Incident Managers. Design and implement knowledge articles related to incident management process governance. Liaise with Development and Operations organizations to bridge the gap and help our DevOps transformation.
Participate and/or manage directed special projects, reporting activities, rapid improvements or other such operations enablement activities as requested. Maintain regular reporting of established KPI's. Maintain internal documentation related to roles, responsibilities, processes, services and tools.
Manage and organize teams of up to 20 individuals for task-organized, short-term objectives. Manage resources, goals and deliverables and maintain reporting in accordance with incident management standards.
3 years' experience utilizing Agile Software Development methodologies.
Experience with Scaled Agile Framework is a bonus.
An intermediate knowledge of, or 1-3 years' experience in 2 of the following 3 disciplines:
Network theory, protocols and components
Linux systems administration
Linear and/or OTT video acquisition, transcoding and delivery
1-2 years' experience making risk-based decisions, independently, based on needs of the business
1 year experience developing, managing or monitoring distributed services.
Experience with ServiceNow automation is a plus
Highly proficient communicator with experience presenting to C-level officers; ability to speak to new technologies and processes clearly and effectively
Additional Qualifications (nice to haves)
Scaled Agile Institute certification in SAFe (for developers, leading teams, teams, or similar)
Lean Six Sigma Green or Black Belt
ITIL v3 or v4 ITSM experience, particularly in regards to Incident and Problem management processes
Data analysis capabilities including analyzing data for action, creating dashboards and visualizations and identifying analytical gaps in technology.
Bonus if experience is using ServiceNow, Tableau or Power BI.
Job ID 1960428
Date posted 02/13/2020