Availability Manager (TM1) (Government)

Cricket Wireless LLC.; Columbia (MD); On-site; USD 72,000 - 117,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement

Paid Time Off and Holidays

Paid Parental Leave

Disability Benefits

Life Insurance

Employee discounts

Job summary

AT&T Global Public Sector is seeking an Availability Manager to lead a 24x7 operations center in Columbia, MD, ensuring peak availability and rapid incident resolution for a large government contract.

The role requires TS/SCI with polygraph clearance, office presence 5 days per week, and strong leadership, communication, and troubleshooting skills across networking and desktop support. Salary range reflects government program norms and location.

Qualifications

• Bachelor's degree in engineering is desired
• Three years of related experience required
• Experience scheduling and supervising staff in a 24x7 environment
• Strong troubleshooting abilities in networking and desktop support
• Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager
• Excellent time management, communication, interpersonal and presentation skills
• Ability to work in fast-paced, mission-critical environment and on-call hours

Responsibilities

• Operational Oversight of 24x7 operations center staff to meet SLAs
• Implement core business processes and participate in process improvements
• Lead incident response during critical outages and coordinate resources
• Evaluate staff performance and provide coaching for growth
• Prepare and deliver daily incident reports and SLA status updates
• Schedule operations center staff to ensure continuous coverage
• Communicate professionally with all levels of personnel and stakeholders

Skills

Leadership

Time management

Communication

Interpersonal skills

Presentation skills

Troubleshooting

Networking

Education

Bachelor's degree in engineering

4 years of relevant experience in lieu of degree

Tools

HP OpenView

SolarWinds

Splunk

Remedy

ServiceNow

Service Manager

Job description

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant. AT&T is seeking an experienced and proactive Availability Manager to join a large government contract. As the Availability Manager, you will play a pivotal role in ensuring operational excellence, service availability, and rapid incident resolution. Reporting to the Operations Lead, you will drive process improvements, lead response to critical outages, and ensure service level objectives are consistently met. This is a key position with significant visibility and impact across a mission-critical environment.

Description of Job Duties/Responsibilities

• This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
• Operational Oversight: 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.
• Process Implementation & Improvement: 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.
• Incident Management Leadership: Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
• Staff Development & Performance: 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.
• Reporting & Communication: 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.
• Scheduling: Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
• Collaboration: Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications

• Education:
  • Bachelor’s degree in engineering from an accredited college or university is desired
  • Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
• Experience:
  • Three (3) years of related experience.
  • Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
• Technical Skills:
  • Strong troubleshooting abilities in both networking and desktop support.
  • Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
  • Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
• Professional Skills:
  • 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.
• Additional Requirements:
  • 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.
• Desired Qualifications:
  • 8570 Certification.

Our Availability Manager (TM1) (Government) earns $72,000 - $117,100 yearly. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and 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) *Pro-rated when working less than 40 hrs/wk.
• 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
• Weekly Hours: 40
• Time Type: Regular
• Location: Columbia, Maryland

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.