Posted: Thursday, February 8, 2018 12:08 AM
CenturyLink (NYSE: CTL) 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 for more information.
Job Summary 13;
The CenturyLink, Manager Operational Support for the Global Financial Desk is responsible for the overall coordination of support for client Financial Network Environments. The Manager will provide leadership in a variety of areas including, but not limited to: day to day team support and management, mentoring team members to drive professional development, fostering team growth, restoration of client services, escalation management, adherence to contractual SLAs and ensuring team compliance to HR policies. This person will manage 10:13 direct reports.
This is a Night Shift position supporting a team that works CT 7 days a week.
Job Description 13;
:Actively Manage day to day support and project efforts for client environment(s)
:Act as a thought and process leader for the team
:Act as the Hierarchical escalation point for Global Financial Desk and supported clients
:Follow and promote the use of CenturyLink global process standards
:Actively mentor Financial Desk team members
:Participate in cross functional teams to foster collaboration within and outside of global operations, to include Network Problem Management, Network Release Management, Network Product Engineering and others as designated
:Drive documentation lifecycle for client and technology specific areas
:Deliver appropriate support coverage by maintaining staff schedule
:Adapt to a continually changing work environment while influencing team members to adopt and define a shared vision
:Maintain and improve client loyalty and Net Promoter scores
:Partner with the Account and Sales team and aid in the regular Service Reviews. Work with the Account team to build a strong client relationship and grow revenue
:Ensure timely response, escalation, and resolution to promote the rapid restoration of services for all incidents and meet MTTR/MTTC SLA/SLO requirements
:Through review and approval, ensure methodical and successful execution of customer change requests
:Participate and collaborate with operations management teams to review root:cause analysis for all client outages and failed changes in the environment
:Support the establishment of standards and thresholds for monitoring and auditing to ensure stable and supportable operating infrastructures
:Participate in the definition of standards for documentation in reference to the installation, configuration, and support of client network environments
:Provide input into the performance management process
:Perform 1:1 meetings with team members and hold staff team meetings
:Drive client response as an escalation point for members of the team (on:call escalation, crisis management, problem management)
:Create and maintain a technical recruiting process for Financial Desk staff to include exam creation, review of candidates, and performing technical interviews
:Closely align with the Network Release Management regarding infrastructure changes to ensure that staff is aware of potential client impact and remediation/escalation steps.
:Align with the other internal organizations that support Financial Vertical customers to develop process improvement efficiencies
:Provide guidance to all support tiers in Financial Desk to assist in resolution of complex network, system and security incidents
:Manage onboarding process and training development for Financial Desk Staff.
:Creative problem:solving to
• Location: St. Louis, town and country
• Post ID: 39105592 stlouis