Job Description Summary:
Responsible for managing and maintaining accurate employee hierarchy data within CinglePoint to support critical downstream business processes, including compensation, performance targets, surveys, reporting, and operational decision-making. This role oversees high-volume hierarchy change requests, validates data quality through large-scale audits, resolves defects, and ensures timely ticket completion while meeting service-level commitments. The position partners closely with call center SPOCs, business stakeholders, and cross-functional teams to provide guidance, training, governance support, and proactive issue resolution that improves data integrity, reduces rework, and supports business continuity across the enterprise.
Overall Purpose: Ensure seamless application functionality and optimal product performance by providing expert technical assistance, performing application monitoring and response, managing and resolving application problems, implementing changes, and ensuring service assurance and performance metrics.
Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
-Application Monitoring and Response: Continuously monitor applications for outages, take proactive actions and respond promptly to any alerts or issues, and create outage management tools and automation.
-Application Problem Management/Resolution: Diagnose and resolve application issues, manage issue life cycles, conduct root cause analysis, and ensure business flow continuity and service assurance.
-Service Assurance Management: Maintain service levels, oversee SLAs, ensure optimal application performance, and provide input on long-range planning and performance metrics. Works with end user clients, application delivery teams and 3rd party vendors as needed including oversight of SLAs (Service Level Agreements).
-Application Change Management and Implementation: Manage and implement new applications or changes, including updates and patches, and oversee deployment in pre-production, test, or production environments.
-Tuning and Configuration: Optimize application and infrastructure settings, support and configure performance tools, and analyze transaction flows for performance improvement
Required experience:
-Expert Windows skills, expert level using Windows apps and Databases.
-Attention to detail
-Expert using Co-Pilot and other AI/ML technologies
Job Contribution: An experienced professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge. Leads significant projects with strategic autonomy, influencing executive decisions. Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership. Supervisor: No
TCP Career Step Differentiator: Solves complex Tier 2 issues. Knowledgeable about multiple applications and business processes. Assists development team in analyzing root cause and implementing future improvements. Create requirements for automation across all steps in the production support process.
Education/Experience: Bachelor’s degree (BS/BA) desired in Computer Science. 5+ years of related experience. Certification is required in some areas.
This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
Our Lead App/Prod Support jobs earn between $116,700.00 - $175,100.00 USD Annual. 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.
