Analyst Global Network & Telecom Service Delivery

Atlas Air, Inc


Overview:

The primary focus of a Global Network and Telecom Service Delivery Analyst is to analyze and assist delivery and quality of global data and voice services. Day to day coordination and collaboration with all IT Operations and vendors is critical. Proactive communication, coordination and mental agility are paramount.

Responsibilities:


Customer and Systems Support
  • Work with End User Services and 3rd party vendors to resolve regional service interruptions.
  • Support deployment of configuration items into local and remote production environments and provide information documentation.
  • Support physical environment where IT assets are located
  • Keep IT management apprised of critical issues
  • Maintain excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner
  • Ensure proactive support and on-site engagement of surrounding campus areas
  • Ability to work in a datacenter environment (including lifting up to 50 lbs.)
  • Provide technical support a when needed
  • Frequent travel required for station support

Project Delivery
  • Assist in the coordination of all service design activities such as assembling bills of materials, researching ISP options, receiving quotes and distributing network hardware for new or changed global data and/or voice services.
  • Planning and deployment of IT facilities and network configuration items into production environment, collaborate with departments during service deployment and effectively manage involved stakeholders.
  • Collaborate with departments and local vendors during service deployments, verify that all conditions are met and services are ready to be activated, assure that stakeholders involved are effectively managed.
  • Frequent travel required

Documentation & Knowledge Management
  • Maintain configuration item database related to circuit inventory and installation/disconnect tracking
  • Develop and update network drawings and floorplans
  • Keep regional documentation up to date

Leadership
  • Maintain a positive relationship with end users and interact to identify and agree upon desired service level targets of global data and/or voice services.
  • Take lead in troubleshooting escalated regional technical issues

Qualifications:

  • Bachelor’s degree or equivalent certification in computer science, information technology, or related technical field
  • Have a minimum of 3 years working experience in an IT enterprise environment
  • A minimum of 2 years’ experience within a customer service environment
  • Ability to travel domestically and internationally on short notice
  • Subject matter competence with service level agreements, building process and procedures, and knowledge management.
  • Demonstrated competence with IT asset supply and demand principles and lifecycles in terms of global telecom services
  • Experience in data and voice deployment management processes
  • Demonstrate experience with internet technologies, WAN communications and a competent understanding of the OSI model and relevant protocols, Cisco preferred
  • Good understanding of the IT industry and business practices
  • Proficient presentation and communication skills and the ability to convey technical ideas to diversified teams
  • Demonstrated initiative, attention to detail and customer service orientation
  • Experience working in a team-oriented, collaborative environment

Desired Qualifications:
  • Experience with use of service design packages and policies
  • Familiarity with ITIL v3.0
  • Experience working with a diverse team in a large campus environment
  • Cisco Network Certifications
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