CenturyLink Manager, Operations in Town And Country, Missouri
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.
Centurylink is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Centurylink, enterprises can focus on their core business while Centurylink ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Centurylink to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Centurylink understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.
The CenturyLink Operations Manager will be accountable for the running of a team made up of various flavors of UNIX Engineers. They will have both technical leads and engineers reporting directly to them. They will be required to complete all the administrative tasks associated with running a customer facing operational team. This includes: setting goals, objectives and yearly formal reviews of the various technical disciplines performance, management tasks and reporting and overall Ticket Management to ensure we exceed customer expectations. Additional responsibilities include: ensuring procedures are adhered to at all times and that customer satisfaction is met or exceeded.
KEY RESPONSIBILITY AREAS
Manage the teams on a daily operational basis; including setting their objectives, performing monthly reviews and end of year appraisals
Ensure procedures are adhered to at all times
Identify support problem areas and resolve where possible in a timely manner ensuring that appropriate staff and customers are kept informed
Build good relationships with peers across the globe to ensure we are delivering to the same standards globally through appropriate communication and team working
Build good relationships with our clients and CenturyLink teams through appropriate communication and team working
Produce training/development plans for direct reports and organize monthly reviews of these plans
Work with Customers to resolve issues in a timely manner as planned by GOC Management and Client Services Partners
Daily review of open cases and escalate any issues to the Global Director
Production of team weekly report
Ensure teams are producing clear and accurate handover documents detailing work required by the next team
Manage team to ensure achievement of GOC KPIs and metrics
Operations Centre processes and procedures are adhered to at all times
Over 75% of all issues are resolved without escalation
Escalations are performed within the SLA timescales.
Good communications with customers is required throughout incident lifecycles.
Senior Management are kept abreast of appropriate escalations.
Customer satisfaction surveys produce positive responses.
Previous managerial experience
Good negotiation skills
Excellent team building skills
Effective meeting skills
Report authoring skills
Strong and effective communication skills
ITIL accreditation or familiarity
Strong analytical skills
Superior knowledge of CenturyLink support procedures
Good understanding of system administration concepts and Linux/Unix knowledge
Demonstrable technical skills
Alternate Location: US-Missouri-Town And Country
Requisition # : 196719
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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.