Manager Tech Customer Ops I - Broomfield, CO - Tulsa, OK

Company: Lumen
Location: Broomfield
Posted on: March 14, 2023

Job Description:

About Lumen
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 LinkedIn: /lumentechnologies, Facebook: /lumentechnologies, and YouTube: /lumentechnologies.

The Role

This position requires a high degree of technical and managerial competencies and will partner with Planning and Engineering to execute projects. Primary work responsibility will include acting as a technical leader supervising engineers and technicians as they work through complex augmentation projects including, but not limited to, providing bandwidth relief, network standardization, and code deployments.

The Main Responsibilities

• Provides supervision, coordination, and support to assigned workgroup.
• Monitor individual employee performance on an ongoing basis. Provide direction for technical and individual growth matters.
• Effective in providing feedback in a timely manner and must possess strong communication, coaching, mentoring, and performance management skills.
• Establish a positive and professional work environment by exemplifying our company's Unifying Principles.
• Responsible for conducting formal reviews and performance evaluation with employees.
• Responsible for the selection, onboarding, and training of new employees and contractors.
• Manage workflow and escalations.
• Participate in conference calls, as needed, with account teams, customers, customer vendors and Lumen partner organizations to resolve technical and process related issues that jeopardize projects and maintenance completion within operational level agreement (OLA) timelines.
• Align resources in accordance to force-to-load and workload needs, validate time reporting, and manage overtime.
• Build relationships with other support teams to manage customer expectations, OLA's made with field/regions, and meet company objectives.
• Ability to track and analyze workgroup results, including project and employee based metrics
• Additional duties and projects as assigned.
• Ability to clearly articulate issues that arise from network augmentation activities to leadership, surveillance centers, advanced technical support, field operations, and planning / engineering partners.
  What We Look For in a Candidate
  
  Qualifications
  • Bachelor s or Master s Degree in Engineering or related field or equivalent in training and experience
  • Minimum 5 years work experience in communication networks
  • Thorough understanding of common telecommunications technologies and network configurations.
  • Self-motivated and able to work with minimal supervision.
  • Strong organizational and analytical skills.
  • Goal and detail-oriented.
  • Experience performing under emergency conditions while handling multiple tasks simultaneously with frequent interruptions.
  • Skilled in the use of operating personal computers utilizing Microsoft Office applications (Word, Excel, Visio, and Outlook).
  • Excellent verbal and written communications skills.
  • Experience communicating courteously and professionally with internal and external customers, including various levels of staff and management.
  • Experience understanding and following technical instructions. Preferred Qualifications
    • Telecommunications background and 7+ years of Network Operations/Engineering experience.
    • Prior supervisory and leadership experience.
    • In-depth knowledge of Central Office (CO) switching and data architecture.
    • Working understanding of Databases and application interaction.
      What to Expect Next
      
      Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
      
      Requisition #: 320355
      
      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.
      
      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.
      
      Salary Range Salary Min : 72540
      
      Salary Max : 161520
      
      This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
      
      This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
      
      As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
      
      Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
      
      Salary Range Salary Min : 72540
      
      Salary Max : 161520
      
      This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
      
      

Keywords: Lumen, Broomfield , Manager Tech Customer Ops I - Broomfield, CO - Tulsa, OK, Executive , Broomfield, Colorado