Lumen Job - 41245870 | CareerArc
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Company: Lumen
Location: Abbeville, AL
Career Level: Mid-Senior Level
Industries: Telecommunications, Broadcasting


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 Lumens network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Service Delivery & System Support Sr. Manager will work collaboratively across business departments in Field Operations, Mass Markets and Network Implementation to support all legacy inventory, assignment, provisioning, qualification, and translations systems including but not limited to: MARTENS, LFACS, Cris, Ensemble, and NIC. This Sr. Manager will work with the organizational teams to align and automate system enhancements that streamline system functionality and employee productivity.  This will includes leading the end-to-end development and implementation process for all assigned initiatives and programs including prioritization, requirements, development, testing, execution, and backend support to deliver on KPIs.  This Sr. Manager will lead a team of business professionals with responsibility for sta engagement, motivation and morale; development of direct reports and overall team growth (mentoring and coaching) and will provide timely feedback, guidance and training to help attain departmental and people goals.


The Main Responsibilities

Owns, manages and communicates business cases, KPIs and spend for for fallout reduction, qualification improvements, dispatch reduction, defective ports, Quantum Fiber migrations and other FBO assigned initiatives.  Collaborates with business partners to ensure:
-    Business cases accurately reflect the business needs and return on investment
-    Statements of work outline tangible deliverables that will benefit the program(s) and organization
-    Appropriate operational and financial approvals are received in a timely manner
-    Solutions are properly architected, comply with requirements and align with project objectives
-    Required level of reporting documentation and communication is available for all audiences
•    Responsible for the performance management, talent development and strategic planning for the team of operations professionals reporting to the position.
•    Prepares executive level/C Suite presentation materials and formal business case documents to present to senior management.
•    Partners with internal stakeholders to develop and maintain denitions and ensure consistent use of standardized metrics and KPIs across the enterprise.
•    Owns, manages, and communicates system outage and impairment situations. Works to minimize impact to internal and external customer related to system down time. Business owner for release management in relation to the Mass Market applications. 
•    Implement eective post-mortem evaluation process.

What We Look For in a Candidate

7+ years of proven experience, ideally in the telecommunications industry

Must have experience in:
•    System Support specifically in MARTENS, LFACS, CRIS, Ensemble, NIC, or Optius Odin 
•    Process automation and system coding
•    Operations 
•    Financial Planning & Analysis

Preferred experience in Field Operations including but not limited to: Field Tech/Supervisor, Repair Agent/Supervisor, Filed Operations System Support, Dispatch Agent/ Supervisor and/or NOC 

BS/BA: Information Systems, Computer Science, Software Development/Engineering, CIS, Business Management or Related Field

Leader with a proven record of success directing efforts in the following areas: 
•    Experience supporting multi-faceted systems and system migrations  
•    Experience leading process automation or system coding teams
•    Operational experience with a variety of technology, systems, and software 

Must demonstrate a successful record of strong business and financial acumen with proven KPI attainment 

Proven leadership ability and knowledge of industry trends and key business drivers required 

MBA Certication in Business Intelligence and/or Analytics preferred

Strategic and tactical leader with the ability to direct cross functional teams to completion of strategic nancial objectives
•    Strategic – Critical thinker who continuously is pursuing next generation transformation solutions and options
•    Tactical – Collaborative and persuasive leader who is able to create a vision and lead the team to break it into smaller components for execution and business outcome
•    Leadership – Decisive, pragmatic, and proactive leader who is a self-starter with a proven record building teams, talent and growth planning, and coaching

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 #: 257749

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.

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 :


Salary Max :


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 :


Salary Max :


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.

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