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 news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
Team Lead for group of Engineers in a Customer facing position responsible for technical data gathering to establish the most effective design and configuration of service on the Customer SDWAN Network.
The Main Responsibilities
- Provides complex conceptual and tactical solutions to customers networking requirements.
- Leads group of Engineers, responsible for overall metric performance for all tasks, and designs/configurations on-time and with accuracy. Process orders according to SLAs, On Time Performance and quality standards
- Assist in complex solutions for Customer facing position responsible for gathering technical design requirements associated to customer network configuration, including but not limited to network security, firewall requirements, IP routing, voice routing, migration strategy, failover strategies, and internet access.
- Engineers will be responsible for the Design, Device configuration and development of the workbook information required for activation of each of the Customer network locations.
- Customer follow-up is required to ensure SDWAN solution works to the customers satisfaction. Incomplete, incorrect, or mis-communicated configuration may result in potential for failed activations due to solution not meeting customers’ expectations or degraded customer experience, resulting in delayed or even lost revenue.
- Act as SME on future SDWAN related projects and provides training and guidance on deployments.
- Optimizes existing designs by demonstrating good judgment in selecting methods and techniques for obtaining solutions.
- Provides technical expertise and team leadership during difficult scenarios affecting order delivery success; customer experience; and business continuity.
- Provides timely written status updates in the ordering systems and sets appropriate jeopardy status and engages appropriate resources to overcome obstacles which impeding order progress.
- Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
- Collaborative skills and use a team approach to accomplishing work.
- Verbal, written and interpersonal communication skills.
- Ability to motivate others, use good teamwork skills, including development of interdepartmental relationships and the ability to make complex decisions.
- Provide technical expertise and skills as needed, also providing information for lower techs to complete tasks on their own
- Demonstrate ability to process tasks as assigned for one or more Lumen SDWAN/IP product
- Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
- Process orders according to SLAs, On Time Performance and quality standards
- Escalate to a higher level as needed
- Able to provision install and complete change requests with a strong focus for quality and customer care.
- Providing escalation support for lower-level technicians
- Respond to more complex maintenance and troubleshooting requests
- Manage all requirement definition for new product/process builds working jointly with many different business units.
- Responsible for driving the business requirements throughout the development cycle.
- Analyze and diagnose root cause and execute solutions for order process issues to ensure timely problem resolution.
- Build, with stakeholders, appropriate training, and documentation around provisioning processes.
- Ability to train existing staff and new hires.
- May lead monthly process update meetings for entire Design team.
- May conduct quality audits to ensure consistent and effective use of process.
- May provide UAT for new process or system enhancements.
- Manage strategic planning across multiple teams/stakeholders
What We Look For in a Candidate
- Assoc degree or equivalent education and relevant experience.
- 7-9 years related experience in specific area or equivalent.
- May require technical certification.
Preferred Qualifications:
- Bachelor's Degree or equivalent experience in Operations, Technology, or related field
- Experience in working in a fast-paced environment and dealing with ambiguity
- CCNA, CCNP, Juniper, AWS or related certifications.
What to Expect Next
Requisition #: 324117
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, gender expression, 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
85230
189360
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
85230
189360
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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