CenturyLink Senior Analyst (Escalation) in Hong Kong, Hong Kong

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, CenturyLink 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 customer’s trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

Location (Country):

City/Work Location: Hong Kong/ HopeWell Centre

Reporting to: Supervisor Network Services

Position Objective/ Summary:

This customer-facing position is responsible for providing “one call resolution” to Service Delivery and Service Assurance reported issues. The incumbent works seamlessly with the internal teams such as Service Delivery team, other work groups in CenturyLink as well as third-party vendors to drive action plans and root cause analysis to transition the focus from the reactive to proactive. Communicates directly with all levels of management as needed to update on any issues related to the immediate need to accomplish the objective in a real time scenario. This role is best viewed as the tactical side of a Carrier Manager function.

Job Description

Responsibilities:

  • Escalation Management

  • Function as a single point of contact for vendor issue resolution

  • Lead efforts to resolve issues/concerns with vendors as well as internal sales and delivery teams

  • Monitor and follow through to ensure chronic support and technical issues and problems regarding compliance to Service Level Agreements are resolved

  • Maintain records of escalations and provide feedback to management about vendor performance on provisioning, maintenance and billing

  • Lead weekly/monthly operational review meetings with vendors to ensure effective processes and SLA adherence

  • Performance Management

  • Design and develop the key performance indicators (KPIs) in Field Operations, Service Delivery and Service Assurances teams to articulate escalations business value in CenturyLink Asia Pacific

  • Business Process Design and Modeling

  • Strategically plan, execute and measure improvements to the escalation process to ensure best practice refinement and drive customer experience

  • Participate in planning calls and discussions related to network design aimed at lowering costs, latency and increased resiliency

Qualifications

Requirements:

Minimum Requirement

  • Bachelor’s degree in engineering or related discipline

  • At least 5 years’ of technical carrier escalation and customer facing experience

  • Extensive network troubleshooting and isolation experience

  • Ability to work flexible shifts in a global environment

  • Extensive experience in international network topologies, design as well as subsea cables and routing

  • Experience in end-to-end escalation management

  • Experience in detailed technical analysis and generating white papers proposing possible network designs for use in engineering management, sales and service operations

  • Demonstrated ability to write high-quality documents

Knowledge

  • Extensive experience working on complex network troubles and/or maintenance assignments to resolve 3rd party carrier/provider trouble reports

  • Ability to interpret PM data to isolated complex troubles

  • Proven ability in troubleshooting 3rd party network environments

  • Experience working with Layer 1 and Layer 2/3 network platforms

  • Able to work with LEC and/or vendor higher management and technical support to resolve trouble issue

  • Assist in managing technical call center/network operations center

  • MS Office application suite, Microsoft Visio knowledge

Competencies:

  • Excellent customer service skills

  • Demonstrated proficiency with various tools used to track trouble tickets, orders and metrics

  • Ability to work independently

  • Experience meeting work deadlines

  • Must be able to multitask

  • Ticket management to include: work/assist in resolving complex issues, event correlation, help manage ticket flow, and reduce long duration tickets

  • Handle second level escalations – following established escalation procedures

  • Engage additional technical assistance teams/resources to assist with trouble resolution

  • Provide mentoring, training, development and communication of problem solving resolution for technical community

  • Display good listening and interpersonal skills

  • Able to adapt in a fast paced and changing environment

Education

Masters or Equivalent

Bachelors or Equivalent in Engineering General or Other Technology

Requisition #: 197944

EEO Statement

No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

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.