Lumen Job - 41717716 | CareerArc
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Company: Lumen
Location: Poznań, Greater Poland Voivodeship, Poland
Career Level: Associate
Industries: Telecommunications, Broadcasting


About Lumen
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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

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 accuracy

What 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


Desired Skills

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 Leadership

What 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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