Job Description
What You’ll Do
Incident Management
Lead the management of incidents reported by external suppliers, ensuring timely resolution and clear communication to all stakeholders.
Coordinate incident response efforts across AT&T network operations, security operations, and cross‑functional teams.
Partner with suppliers to review and document Root Cause Analysis (RCA) for Severity 1 and Severity 2 incidents impacting the FirstNet Fusion platform.
Ensure incidents are escalated, tracked, and resolved in alignment with service commitments and operational standards.
Operational Health Management
Monitor the overall operational health and performance of the FirstNet Fusion MCPTT solution.
Track and ensure compliance with key operational metrics, SLAs, and KPIs.
Identify trends, risks, and opportunities to improve service reliability and performance.
Coordination & Communication
Serve as the primary operational point of contact between AT&T and external suppliers.
Facilitate “call‑to‑work” sessions with internal teams to drive efficient troubleshooting and issue resolution.
Provide consistent, professional communication during incidents and ongoing operational activities.
Operations Reviews & Reporting
Lead monthly operational review meetings with suppliers and AT&T product stakeholders.
Prepare and present detailed reports covering service health, incident trends, and performance metrics.
Drive action plans and follow‑up activities to ensure continuous improvement and alignment with business objectives.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
5+ years of experience in operations, incident management, or service delivery within a telecom, wireless, network, or mission‑critical environment
Hands‑on experience managing high‑severity (Sev 1 / Sev 2) incidents, including escalation and RCA processes
Strong understanding of operational metrics, SLAs, and KPIs
Experience working directly with third‑party suppliers or vendors
Proven ability to coordinate across multiple teams during time‑sensitive, high‑impact events
Excellent communication and presentation skills
Strong organizational skills with the ability to manage multiple priorities simultaneously
Nice to Have Skills & Experience
Experience supporting FirstNet, public safety, or mission‑critical communication platforms
Familiarity with MCPTT, LTE, or 5G network environments
Experience leading or contributing to operational review forums
Knowledge of ITIL or formal incident management frameworks
Experience working in 24x7 operations or highly available service environments
Ability to translate technical issues into clear, executive‑level summaries
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.