Specialist Tech Service Mgmt- Incident Commander or administrators, Service Desk,247 rotational

About the Team:

Our team is looking for a Senior Global Crisis Incident Commander to respond to and mitigate critical and high impact global events and escalations. Working within a specialist team you will be responsible for directing and coordinating the Major Incident process with related activities of resolver teams across multiple AT&T Support organizations and taking lead on major incidents to ensure the business receives relevant communications/updates and service is restored against SLAs.

Job Summary:

The Incident Administrator (IA)is responsible for the administrative coordination and communication executionof technology incident management. The IA serves as the first responder and operational anchorfor declared incidents ensuring disciplined process adherence accurate documentation structured communications and timely engagement of required resources.

This role is intentionally designed to separate administrative orchestration from technical command enabling the Incident Commander (IC)to focus on diagnosis decisionmaking and service restoration. This separation is a deliberate reliability control aligned with ITIL and SRE practices.

Key Responsibilities

Incident Orchestration & Administration

• Establish and manage incident bridges for Sev 13 incidents(Sev 4 as required).
• Serve as the initial responderto incidents ensuring timely structure and engagement.
• Own incident administration and coordinationthroughout the lifecycle.

Engagement & Escalation Management

• Coordinate and track engagement of technical teams vendors and leadership per Incident Commander direction.
• Manage attendance participation and followups during active incidents.
• Execute escalations and calltowork actions in accordance with incident severity and guidance.

Communication & Stakeholder Updates

• Own structured incident communications including status updates milestone notifications and resolution summaries.
• Maintain consistent cadence and message discipline across incident bridges and stakeholder channels.

Timeline Evidence & Documentation

• Maintain the authoritative incident timeline capturing key actions decisions and timestamps.
• Ensure documentation accuracy and validation with the Incident Commander.
• Support postincident transitions by delivering complete and reliable records for PIR/RCA activities.

Process Adherence & Handoffs

• Enforce incident management procedures severity handling and required handoffs.
• Ensure clean transition from active incident management to postincident review processes.

Shift timing (if any):

• Rotational 24 x 7 Shifts.

Location: Bangalore/Hyderabad/Chennai

Primary / Mandatory skills:

• Being part of a Global Incident Management shift pattern to ensure 24x7 coverage.
• Take full responsibility for major incident management from initiation until an acceptable IT work around is in place.
• Manage all Severity and Crisis incidents ensuring they are with the correct team and providing overall management and oversight of these calls through to a timely resolution and manage any outstanding actions
• Work closely with technical/engineering teams the Operations Command Center Service Desk and other Incident Teams to ensure effective identification of incidents
• Lead any major incident reviews or participate in the appropriate post incident review in line with incident management processes and procedures to ensure effective post incident documentation is produced to prevent repeat issues affecting business users and reduce the number of incidents generated.
• Collaborating with engineering teams obtaining a deep technical understanding of their core tools and associated processes
• Progressing incidents with engineering in line with agreed service levels.
• Ticket management ensuring stakeholders are updated on progress timeframes and resolution plans
• Continual service improvement log is managed and maintained.
• Ensures vendors are adhering to all KPIs through quality and reporting checks.
• Manages any escalations or queries on the incident/major incident process.
• Governs all vendor actions on the incident/problem process.
• Working with the engineering teams to conduct root cause analysis on technical issues. Complying with all relevant security quality and regulatory policies as well as department development standards.
• Continual review of incident processes to ensure optimal performance.

Additional information (if any): Willing to work in Shift Duties Willingness to learn is very important as AT&T offers excellent environment to learn Digital Transformation skills such as cloud Big data AI Full stack etc.

Education Qualification: Bachelors/ Masters degree in computer science or related field

Experience:

• Extensive experience in managing incidents escalations crisis events or other relevant experience in a fast tempo Support environment.
• Must be fluent in English both written & verbal.
• Must have more than 6 years of work experience in managing incidents escalations crisis events.
• Have worked in 24*7 Operations.
• Familiarity with Incident Management processes and comfortable using first- or third-party industry tools used for Incident Management
• This position requires potential work outside of normal business hours and/or an on-call rotation.
• Experience of running post-incident reviews to ensure high-quality discussion reflection documentation and continual service improvement.
• Experience designing developing and implementing Incident Management processes tools templates documents and reports
• Excellent problem-solving skills and ability to effectively communicate solutions
• Ability to explain technical concepts to technical and non-technical stakeholders
• Desire and ability to learn and work with engineers to resolve issues.
• Excellent working knowledge of service management processes (Incident Problem and Change Management)
• Ability to think critically and deliver results under pressure while adjusting demeanor and communication style to accommodate a diverse customer base
• Good overall customer service skills and can proactively manage customer expectations
• Strong time management and efficiency skills organized and delivery focused good planning skills and process driven
• A team player with the ability to work on own initiative rather than to a strict process.
• Strong report writing and analytical skills.
• Able to negotiate in difficult situations to reach a successful conclusion.
• Ability to manage and resolve conflicts and able to work effectively at all levels of the organization.
• Enterprise experience in Incident Management and ability to understand a diverse set of potential business impacts due to incident.
• Balance of high standards and pragmatism to get a job done whatever it takes

AT&T is leading the way to the future for customers businesses and the industry. Were developing new technologies to make it easier for our customers to stay connected to their world. Together weve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work creating the world you always imagined. Ready to #transformdigital with us Apply now!

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