Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
This position leads end-to-end delivery of complex, cross-functional network infrastructure and deployment initiatives supporting AT&T network growth, customer turn-up, and modernization efforts. This role drives execution across Engineering, Development, Operations, and Service Delivery teams, managing project scope, schedule, resources, and risks while ensuring delivery meets due dates, service readiness, and quality standards.
Ideal candidates bring 5+ years of experience managing complex network programs, strong stakeholder leadership skills, and deep knowledge of the network deployment lifecycle.
Key Roles and Responsibilities – Load Manager, Service Assurance
- Monitor Service Assurance queues for trouble tickets, outages, escalations, and customer-impacting issues.
- Prioritize work based on severity, SLA, customer impact, and ticket age.
- Balance ticket volume across technicians, analysts, support teams, or workgroups.
- Assign and reassign tickets based on skill set, availability, ownership, and issue type.
- Track SLA and jeopardy items to identify tickets at risk of missing service targets.
- Escalate critical or aging issues to the appropriate technical teams, leadership, or next-level support.
- Coordinate outage and incident response by ensuring the right teams are engaged quickly.
- Communicate queue health, backlog, and priority issues to supervisors, managers, and stakeholders.
- Identify workflow bottlenecks that delay repair, resolution, dispatch, or customer restoration.
- Support real-time workload adjustments during high-volume events, major incidents, or staffing gaps.
- Ensure accurate ticket documentation including status updates, ownership changes, escalations, and handoffs.
- Drive timely restoration support by keeping focus on service-impacting and customer-affecting issues.
- Provide end-of-shift handoffs covering open critical items, backlog, SLA risks, and pending escalations.
