Availability Manager (TM1) (Government)

AT&T•Columbia, SC

1d•Onsite

About The Position

AT&T Global Public Sector is seeking an experienced and proactive Availability Manager to join a large government contract. This role is pivotal in ensuring operational excellence, service availability, and rapid incident resolution within a mission-critical environment. The Availability Manager will report to the Operations Lead, drive process improvements, lead response to critical outages, and ensure service level objectives are consistently met. This position requires office presence a minimum of 5 days per week in Columbia, Maryland, with no relocation offered.

Requirements

Bachelor’s degree in engineering from an accredited college or university is desired, or four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
Three (3) years of related experience.
Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
Strong troubleshooting abilities in both networking and desktop support.
Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
Exceptional time management, communication, interpersonal, and presentation skills.
Proven ability to communicate professionally with all levels of personnel and stakeholders.
Strong leadership skills with a track record of developing high-performing teams.
Ability to work in a fast-paced, mission-critical environment with shifting priorities.
Availability to provide on-call support or work non-standard hours as needed.
TS/SCI with polygraph clearance.

Nice To Haves

Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
8570 Certification.

Responsibilities

Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.
Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency.
Identify significant process matters or enhancements and drive their successful implementation.
Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues.
Make informed recommendations for personnel actions as needed to build a high-performing team.
Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status.
Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.
Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T wireline phone