CenturyLink Technical Operations Manager (TOM) in Winnersh, United Kingdom

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.

Job Summary

Technical Operations Manager

Location(s): Winnersh, Berkshire

CenturyLink is a global IT solutions leader that powers the needs of businesses of all sizes through our hybrid IT services including public and private cloud, data centre colocation, managed hosting and network services.

An S&P 500 company, CenturyLink is included amongst the Fortune 500 list of America's largest corporations, employing over 48000 people worldwide with operating revenue in excess of 17 billion dollars.

Job Overview:

The Technical Operations Manager is responsible for managing customer operations and providing technical oversight to a team of 24X7 engineers for Windows & Linux systems, Network, Storage, Web, and SQL & Oracle Database in support of services provided to the customer. Individuals fulfilling this role must be skilled in one or more technologies, capable of managing hosted infrastructure projects, and possesses conceptual knowledge of managed hosting technologies overall. The role is also responsible for assessing the efficiency of operational processes and remediating, documenting, and implementing as needed in order to provide 100% customer satisfaction. This individual must have strong leadership skills and be able to influence and work effectively with cross functional teams.

Job Description

  • Job Responsibilities:

  • Acquire an intimate understanding of complex technical environments

  • Maintain and improve customer satisfaction ratings

  • Drive improvements in change, incident, and request management

  • Ensure best practices for support and problem management are adopted and practiced

  • Identify opportunities for process improvement to address operational inefficiencies through the use of metrics and reporting

  • Act as the client and CenturyLink Technology Solutions support advocate

  • Lead operational staff to meet defined SLAs and SLOs

  • Set priorities and drive engineering teams to deliver projects within defined timelines


Minimum Qualifications:

  • Previous hands on expert level experience with one or more of the following web technologies and strong conceptual understanding of the remaining technologies:

  • Websphere, WebLogic, Jboss, Tomcat, PHP, IHS, IIS, Apache, .Net, etc

  • Networking, switching, load balancers, security, firewalls

  • Database Administration (Oracle, MS SQL, etc)

  • OS Administration (Linux/Windows, etc)

  • Virtualization (VMware, Hypervisor etc)

  • Effective Time and Project management skills

  • Ability to effectively command control during crisis situations and P1 Incidents

  • Strong trouble shooting and investigative skills

  • Outstanding communication and collaboration skills

  • Solid understanding of metrics reporting to perform trend analysis on KPIs

  • Strong presentation skills with demonstrated ability to provide customer interaction

  • Experience with managing resources of various technical backgrounds

  • Previous experience in a customer facing role representing a suite of web based technologies

  • Understanding of PCI compliant environments

Preferred Qualifications:

  • Previous leadership experience in some capacity in the IT industry

  • Understanding of PMP principles and practices

  • ITIL Foundations certified


Bachelors or Equivalent

Masters or Equivalent

Alternate Location: UK-Berkshire-Winnersh

Requisition #: 192230

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.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

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/