Lumen is guided by our belief that humanity is at its best when
technology advances the way we live and work. With 450,000 route
fiber miles serving customers in more than 60 countries, we deliver
the fastest, most secure global platform for applications and data
to help businesses, government and communities deliver amazing
experiences. Learn more about Lumen’s network, edge cloud, security
and communication and collaboration solutions and our purpose to
further human progress through technology at news.lumen.com,
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Responsible for supervising and directing teams providing
customer facing support for issues disrupting their use of Lumen
services, including proactive alarm management/surveillance,
network analysis, routine maintenance, health checks, and major
Role is expected to ensure prevention of issues from occurring,
and resolving issues quickly when they occur.
The Main Responsibilities
Leading teams who are the customer’s technical advocate, and
striving to provide a positive customer experience irrespective of
expertise, history, or workload.
Collaborating within team and across teams (Specifically Service
Desk, Tier III, and eTSC) without preconception or assumption,
striving only to serve the customer and their team.
Managing workload and collaborating with their peers on
opportunity to assist and to ensure consistency in operations
across shifts and groups.
Ensuring timely and accurate response to alarms on all products
in a timely manner.
Seeking opportunity to improve the customer experience, and
reduce customer effort both on a case by case and wider
Continual personal development – working with peers and
Director to ensure technicians skillsets are updated and adapted in
line with technological and industry trends.
Expected to develop an enhanced capability in a broad range of
the key products and services.
Deputising for senior management as directed and acting as a
lead and focal point within the wider organisation.
What We Look For in a Candidate
Requires an experienced or advanced understanding of
telecommunications networking across voice, data/IP, ethernet
specialities. Focus in one area is permissible with multiple areas
Experience working on Voice/Data/IP networks within an
operational environment; completing 1st/2nd level diagnostics
across multiple technologies and Vendors.
Demonstrative experience in Incident Management and Service
Leadership experience desirable, with an appetite and aptitude
for ensuring the best performance can be obtained from teams.
Requisition #: 235235
We are committed to providing equal employment opportunities to
all persons regardless of race, color, ancestry, citizenship,
national origin, religion, veteran status, disability, genetic
characteristic or information, age, gender, sexual orientation,
gender identity, marital status, family status, pregnancy, or other
legally protected status (collectively, “protected statuses”).
We do not tolerate unlawful discrimination in any employment
decisions, including recruiting, hiring, compensation, promotion,
benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to
indicate the general nature and level of work performed by
employees within this classification. It is not designed to contain
or be interpreted as a comprehensive inventory of all duties,
responsibilities, and qualifications required of employees assigned
to this job. Job duties and responsibilities are subject to
change based on changing business needs and conditions.