Tier II Incident & Problem Management Analyst (Government)

AT&T•San Antonio, TX

2d•Onsite

About The Position

AT&T Global Public Sector is seeking a Tier II Incident & Problem Management Analyst to support the Defense Information Systems Agency (DISA) in providing IT services and connectivity in a Department of War (DoW) environment. This role is crucial for maintaining secure internet access for a global DoD user base and ensuring the smooth operation of IT services. The analyst will handle escalated tickets, perform root cause analysis, manage service outages, and act as a liaison between various support teams. This position requires a minimum of 5 days per week in the office located in San Antonio, Texas.

Requirements

Secret clearance
Experience supporting DoD or DISA IT service programs.

Nice To Haves

One or more of the following DODD 8150/8140 certifications: A+, Network+
Familiarity with ITIL Problem Management processes, root cause analysis methodologies, and creation of post-incident reports.
Ability to use scripts or tools to analyze logs and automate monitoring tasks.
Experience acting as a liaison between service desk and engineering teams, with strong written communication for clear documentation and user-facing announcements.

Responsibilities

Support the Program Manager in execution of contractual compliance.
Provide 24x7x365 Tier II support to handle escalated tickets (network issues, complex user access problems, system errors).
Use deeper expertise to resolve issues and close tickets with thorough documentation.
Ensure any outages or security incidents are reported to leadership within 60 minutes; coordinate with Tier I to verify alerts and trigger the formal incident response process.
Perform root cause analysis for recurring incidents or major problems.
Identify patterns in incidents using analytics from DISA Information Technology Service Management (ITSM) or monitoring tools to prevent future disruptions.
Oversee planned service outages or changes (Authorized Service Interruptions).
Schedule and announce maintenance, manage ITSM change records, and ensure users/Mission Partners are informed at least 21 days ahead.
Lead creation of detailed root cause analysis reports for outages and major incidents (downtime > 1 hour), including corrective action plans and service improvements.
Act as the central point-of-contact for Mission Partner service desks and other external support teams; handle escalation communications and ensure alignment in incident response across organizations.
Monitor subscriber license usage and track allocations per organization/tier; support monthly reconciliation and capacity planning to ensure license availability and compliance with usage caps.
Recommend and implement enhancements to monitoring, knowledge articles, and troubleshooting guides.
Mentor Tier I staff by providing feedback on escalated cases and additional training where patterns of escalation are observed.

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 phone