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 Lumens 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.
A Major Incident Manager is the primary focal point for Priority 1 (P1) incidents. They are responsible for managing real time critical events, which may include multi-client outages (MCOs) or single client outages (SCOs), impacting strategic clients, 24x7x365. They will be responsible for matrix managing technical engineers and other resources with the sole purpose, to resolve the incident as quickly and efficiently as possible. Additionally, they will ensure all P1 incidents are managed effectively and within established Service Level Objectives (SLOs).The Main Responsibilities
Provide overall Management during MCOs and strategic SCOs
Ensure internal and external communications are successfully managed throughout MCOs and strategic SCOs
Including paging, email, telephone, and instant messaging
Run internal communication calls ensuring Executive Leadership and Account Teams teams are fully informed of issue at hand, to include next steps
Provide reporting analysis for MCOs and SCOs
Launch and moderate technical calls associated with MCOs and SCOs
Provide necessary Customer communications associated with MCOs
including proactive notification, announcements on Customer portals, and managing outgoing phone messages, when necessary
Provide end-to-end ownership and handling of MCOs ensuring issues are being escalated according to established process and all necessary resources are involved
Ensure technical resources are providing clients with status updates associated with our Service Level Objectives (SLOs)
Partner with service management to develop and implement programs that lead to improvements in handling of critical events which affect SLOs
Document all items associated with client impacting outages, with ability to provide detailed timelines as to events and areas for improvements
Participate in MCO and/or SCO debrief sessions
Provide feedback to the MIM process team to ensure continuous process improvements
Maintain technical documentation and applicable knowledge base to ensure process alignment and accuracyWhat We Look For in a Candidate
Previous experience in an enterprise, IT or service provider environment supporting Network or Hosting technologies
Ability to multi task and delegate as needed
Attention to detail is a MUST
Strong Coordination and communication skills to work with other technology and business partners during high stress situations
Ability to matrix manage with confidence and accuracy
Ability to interpret technical details and successfully translate related to target audience (Customers, Senior Management, etc)
ITIL v3 Foundations certification (required) or higher (preferred)
Excellent verbal, written and analytical skills
Previous experience within project management, crisis management, or major incident management
Ability to exude confidence and communicate effectively when escalating and speaking to Sr. and Executive Leadership
Bachelor's Degree in Communications, IT Management, Computer Science, or equivalent work experience in a related field.
Previous experience in either Incident Management, Service Management, Service Delivery, or had a role with either direct client account management or implementing ITIL based methodologies.
Previous experience within project management, crisis management, and major incident management
Ability to exude confidence when escalating and speaking to Sr. and Executive LeadershipWhat to Expect Next
Requisition #: 268511
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.
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