CenturyLink TECHNICAL ACCOUNT MANAGER in TOWN AND COUNTRY, Missouri
CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
The Technical Account 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.
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
Previous hands on expert level experience with one or more of the following web technologies and strong conceptual understanding of the remaining technologies:
Public Clud: AWS, Azure
Websphere, WebLgic, Jboss, Tomcat, PHP, IHS, IIS, Apache, .Net, etc
Netwrking, switching, load balancers, security, firewalls
Database Administratin (Oracle, MS SQL, etc)
OS Administratin (Linux/Windows, etc)
Virtualizatin (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
5+ Years of experience in a customer facing role representing a suite of web based technologies
Understanding of PCI compliant environments
Previous leadership experience in some capacity in the IT industry
Strong knowledge of SAP HANA architecture
Understanding of PMP principles and practices
ITIL Foundations certified
Education or Equivalent Experience:
Four Year college degree in Computer Science with 6-8 years IT experience or 10+year’s experience in the technology arena.
Alternate Location: US-Missouri-Town And Country
Requisition # : 213636
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.