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"AT&T allows me to work on projects that will be seen by millions of customers." Megan T. — Sr. Specialist, Software Engineer "I find it incredibly rewarding to be out and see customers enjoying a product I spent my time perfecting."
"AT&T allows me to work on projects that will be seen by millions of customers."
"I find it incredibly rewarding to be out and see customers enjoying a product I spent my time perfecting."
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Key Responsibilities
- Provide 24x7 support for incidents, alerts, and operational issues with a strong bias towards independent identification and resolution.
- Triage and diagnose incidents using logs, monitoring dashboards, and platform knowledge; resolve issues directly without defaulting to escalation.
- Engage Tier 2 only when incidents involve architectural complexity, infrastructure-level failures, or changes beyond Tier 1 resolution authority.
- Support client-submitted iTrack incident tickets and maintain end-to-end ticket ownership including resolution and closure.
- Respond to PagerDuty and automated alerts; validate, investigate, and remediate before escalating.
- Monitor production and non-production environment health; proactively identify anomalies and take corrective action.
- Monitor application support mailboxes and manage operational follow-through.
- Provide C2W emergency support as the first responder; independently handle and resolve wherever possible.
- Share client profile data and usage reports on request.
- Maintain clear incident communication to clients even when Tier 2 is engaged.
- Track and report operational metrics including MTTR and ticket resolution trends.
- Develop and maintain Tier 1 SOPs and operational runbooks based on real resolution patterns.
Required Qualifications / Must-Have Skills
- 3+ years of experience in application production support with a strong track record of independently diagnosing and resolving incidents.
- Solid working knowledge of the full technology stack in scope including event streaming platforms, integration middleware, AKS-hosted microservices, and observability tooling.
- Hands-on experience with incident lifecycle management in ticketing systems (iTrack or equivalent), including root cause identification and resolution documentation.
- Proficient with Splunk, PagerDuty, Prometheus, and Grafana for active troubleshooting and issue resolution, not just monitoring.
- Hands-on operational experience with Kubernetes, especially Azure Kubernetes Service (AKS), including pod-level diagnostics, restarts, and health investigation.
- Practical working knowledge of Confluent Kafka and Azure Event Hub: consumer lag analysis, topic health checks, and message flow troubleshooting.
- Solid SQL/Postgres skills for data-level investigation and validation during incidents.
- Working ability to read and interpret Java, Spring Boot, and React application logs for issue identification.
- Basic Python scripting capability for operational checks and quick-fix automation.
- Good Linux/Unix command-line skills for real-time log analysis and system diagnostics.
- Strong written and verbal communication skills for incident updates, resolution documentation, and client coordination.
- Willingness to work in rotational 24x7 shifts.
Good-to-Have / Nice-to-Have
- Awareness of hybrid streaming ecosystems including Confluent Cloud, AWS-MSK, and Apache Flink.
- Exposure to IBM Sterling Integrator integration flows for context during incident triage.
- Telecom or high-availability enterprise support experience.
- Experience with CI/CD-driven deployment pipelines in a support context.
Location / Work Mode
Onsite (Hyderabad / Bangalore or designated AT&T location)
Weekly Hours:
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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. Click here to learn more or request an application accommodation here.
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We take care of our own here (hint: that could be you). Our benefits and rewards mean we cover some of your biggest needs with some of the coolest offerings. We already think we’re a pretty great place to work. We’re just trying to rack up some bonus points.
Let’s start with the big one: Your work gets rewarded with competitive compensation and benefits. It really does pay to be on our team.
Vacation? Staycation? Heck, let’s take a road trip. On top of paid holidays, chill out with paid time off (PTO) that you can spend any way you want.
Our people have class. Literally. We can help you out on approved education costs with our tuition assistance plan.
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