CenturyLink Technical Operations Manager in WOKINGHAM, United Kingdom
CenturyLink at http://www.centurylink.com/ (NYSE: CTL) 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 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 as well possessing conceptual knowledge of managed hosting technologies overall. The role is also responsible for assessing the efficiency of operational processes as well as improving, automating and documenting changes as required. 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 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 experience with one or more of the following 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).
Hyperscale Cloud Technologies such as AWS, Azure and Google.
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.
Alternate Location: UK-Berkshire-Winnersh
Requisition #: 209493
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.
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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/