Tier II Incident & Problem Management Analyst (Government) at AT&T

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.

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

Our Defense Team supports the DoD Cloud‑Based Internet Isolation (CBII) capability delivering secure internet access to a global DoD user base.

AT&T has an opening for a Tier II Incident & Problem Management Analyst to support the Defense Information Systems Agency (DISA) in providing IT services and connectivity in a Department of War (DoW) environment.

Job Duties/Responsibilities:

• Support the Program Manager in execution of contractual compliance.
• Provide 24x7x365 Tier II support to handle escalated tickets (network issues, complex user access problems, system errors). Use their deeper expertise to resolve issues and close tickets with thorough documentation.
• Ensure any outages or security incidents are reported to leadership within 60 minutes; coordinate with Tier I to verify alerts and trigger the formal incident response process.
• Perform root cause analysis for recurring incidents or major problems. Identify patterns in incidents using analytics from DISA Information Technology Service Management (ITSM) or monitoring tools to prevent future disruptions.
• Oversee planned service outages or changes (Authorized Service Interruptions). Schedule and announce maintenance, manage ITSM change records, and ensure users/Mission Partners are informed at least 21 days ahead.
• Lead creation of detailed root cause analysis reports for outages and major incidents (downtime > 1 hour), including corrective action plans and service improvements
• Act as the central point-of-contact for Mission Partner service desks and other external support teams; handle escalation communications and ensure alignment in incident response across organizations.
• Monitor subscriber license usage and track allocations per organization/tier; support monthly reconciliation and capacity planning to ensure license availability and compliance with usage caps.
• Recommend and implement enhancements to monitoring, knowledge articles, and troubleshooting guides.
• Mentor Tier I staff by providing feedback on escalated cases and additional training where patterns of escalation are observed.

Required Clearance:

Secret (#secret)

Required Qualifications:

Experience supporting DoD or DISA IT service programs.

Desired Qualifications:

• One or more of the following DODD 8150/8140 certifications: One or more of the following DODD 8150/8140 certifications: A+, Network+
• Familiarity with ITIL Problem Management processes, root cause analysis methodologies, and creation of post-incident reports.
• Ability to use scripts or tools to analyze logs and automate monitoring tasks.
• Experience acting as a liaison between service desk and engineering teams, with strong written communication for clear documentation and user-facing announcements.

Our Tier II Incident & Problem Management Analyst's earn between $79,600 - $92,000. 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.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Weekly Hours:

40

Time Type:

Regular

Location:

San Antonio, Texas

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.