About Lumen CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, Lumen strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Provide support and mentoring of the BoA NextGen NOC team and ensure that all issues are resolved and reported in a timely manner. This responsibility includes full end-to-end participation in resolving outage incidents related to faulty network service or faulty device/infrastructure components. Vendor will manage step-by-step restoration of an incident including the coordination of multiple schedules and resource streams involved in the restoration process.
The responsibilities also include planning, organizing, and managing assigned projects to meet scope, timing, and budget expectations and overall project outcomes. This role understands and can participate in or lead sessions for transformational projects and programs.
The Main Responsibilities
Ability to work under a dynamic/high pressure environment in dealing with concurrent issues effectively.Ensure the team properly/understands and meets all Internal Service Level Objectives (SLO's), customer Service Level Agreements (SLA's), and quality assurance (QA) is maintained.Establish and report on departmental objectives to ensure organizational goals are met.Understand ticketing system and content. Provide quality, timely and accurate support of any issues within defined areas of responsibility.Successfully mitigate risk assessments in secured areas of work, by performing risk assessments in accordance with established policy.Responsible for ensuring all tasks assignment and work is completed during scheduled shift. This includes monitoring over-time (OT). Assume monitoring role for all critical systems. Provide visibility and support to the supported teams. Escalate events in a timely manner to the appropriate team during crisis situations. Plan, train and provide mentorship to NOC L1 and L2 engineers.Work directly with the customer and/or Lumen support staff to identify and troubleshoot issues (with the goal to isolate the root cause of the problem). Perform and execute installation of projects including racking and stacking of Lumen, and/or customer equipment.Strong Structured Cabling expertise with ability to gather requirements, design, install, test and document. Participate in special projects such as building relationships with internal/external customers. Additional Responsibilities
Leads process and performance tool optimization for the project management team
Assist teammates to work through resolution of complex issuesLeads strategic and complex projects or programsWorks with leadership to provide input on strategic and complex projects/programsHas the authority to drive work and escalate to the senior levels of the company to ensure projects are completed within specified due dates.Coordinates interactions between the project and key stakeholdersLeads and directs project planning effortsManages the project plan and timeline to meet project objectivesCoordinates project activities and tracks deliverables and action itemsDelegates activities to appropriate project team membersLeads strategic and complex projects or programsUses creative approach in negotiating & problem solvingFocused on what is best for the needs of the customer and companyMaintain accurate detailed records of all internal documentation as directed by Management. What We Look For Demonstrate a thorough understanding of routing protocols.Utilize the OSI model as a guide for systematic network troubleshooting.Lifting of Lumen and/or customer equipment required up to and in excess of 50 pounds. Server lifts can be utilized were applicable.Job physically requires standing, bending, kneeling as needed to perform job tasks.Ability to effectively communicate complex issues during normal/emergency situations.Detail oriented to manage multiple priorities effectively and multi-task with success.Excellent oral and written communication and organizational skills are required.Must be a strong goal-oriented team player.Technical ExcellenceData Gathering & AnalysisDecision Making & Critical ThinkingProblem SolvingCross Functional CollaborationProcess ImprovementAccountabilityInitiativeBusiness AcumenEffective Communication Preferred Experience
Education or Equivalent Experience:
BS/BA or equivalent demonstrated expertise in project management, technical management, operations management, or related field
Four (4+) years of datacenter operations/technical experience in an IT environment is required.
IT Certifications (such as): CCNA, MCSE, UNIX/Linux, and/or BICSI are desired.
Ability to turn a vision into a plan
Ability to be versatile when presenting to various audiences - including executives
Ability to work independently with minimal supervision
Ability to manage multiple priorities, and meet deadlines
Ability to translate technical concepts into everyday language
Strong knowledge of MS Word, MS Excel, MS PowerPoint, MS Visio and MS Project or equivalent software.
Strong oral and written communication skills
Experience working with IT projects
Alternate Location: US-New Jersey-Weehawken
Requisition #: 229861
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position and your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement 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.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer 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.