Analyst Global Network & Telecom Service Delivery

Company: Atlas Air, Inc
Location: Erlanger
Posted on: January 27, 2023

Job Description:

OverviewThe primary focus of a Global Network and Telecom Service Delivery Analyst is to analyze and assist delivery and quality of global data and voice services. Day to day coordination and collaboration with all IT Operations and vendors is critical. Proactive communication, coordination and mental agility are paramount.ResponsibilitiesCustomer and Systems SupportWork with End User Services and 3 rd party vendors to resolve regional service interruptions.Support deployment of configuration items into local and remote production environments and provide information documentation.Support physical environment where IT assets are locatedKeep IT management apprised of critical issuesMaintain excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate mannerEnsure proactive support and on-site engagement of surrounding campus areasAbility to work in a datacenter environment (including lifting up to 50 lbs.)Provide technical support a when neededFrequent travel required for station supportProject DeliveryAssist in the coordination of all service design activities such as assembling bills of materials, researching ISP options, receiving quotes and distributing network hardware for new or changed global data and/or voice services.Planning and deployment of IT facilities and network configuration items into production environment, collaborate with departments during service deployment and effectively manage involved stakeholders.Collaborate with departments and local vendors during service deployments, verify that all conditions are met and services are ready to be activated, assure that stakeholders involved are effectively managed.Frequent travel requiredDocumentation & Knowledge ManagementMaintain configuration item database related to circuit inventory and installation/disconnect trackingDevelop and update network drawings and floorplansKeep regional documentation up to dateLeadershipMaintain a positive relationship with end users and interact to identify and agree upon desired service level targets of global data and/or voice services.Take lead in troubleshooting escalated regional technical issuesQualificationsBachelor's degree or equivalent certification in computer science, information technology, or related technical fieldHave a minimum of 3 years working experience in an IT enterprise environmentA minimum of 2 years' experience within a customer service environmentAbility to travel domestically and internationally on short noticeSubject matter competence with service level agreements, building process and procedures, and knowledge management.Demonstrated competence with IT asset supply and demand principles and lifecycles in terms of global telecom servicesExperience in data and voice deployment management processesDemonstrate experience with internet technologies, WAN communications and a competent understanding of the OSI model and relevant protocols, Cisco preferredGood understanding of the IT industry and business practicesProficient presentation and communication skills and the ability to convey technical ideas to diversified teamsDemonstrated initiative, attention to detail and customer service orientationExperience working in a team-oriented, collaborative environmentDesired Qualifications:Experience with use of service design packages and policiesFamiliarity with ITIL v3.0Experience working with a diverse team in a large campus environmentCisco Network Certifications

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at To view our Pay Transparency Statement, please click here: Pay Transparency StatementPI

Keywords: Atlas Air, Inc, Cincinnati , Analyst Global Network & Telecom Service Delivery, Professions , Erlanger, Ohio