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CenturyLink Lead Operations Technician - Federal (N) in WORKS FROM HOME, Colorado

CenturyLink (NYSE: CTL) at http://www.centurylink.com 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 at http://www.centurylink.com/ for more information.

Job Summary

In a 24x7 Network Operating Center (NOC) environment, a Lead Operations Technician will lead monitoring, troubleshooting, and resololution of network incidents on a fiber optics communications network to ensure near 100% availability of all systems. The position serves as the first point of contact for network outages and ensures shift tasks are completed. A qualified candidate will identify, document, troubleshoot, track, and resolve network incidents and standing outages and delegate tasks to assigned shift technicians as necessary and track tasks to completion. A Lead Operations Technician is expected to follow standard operating procedures (SOPs) to report incidents in a timely manner.

Job Description

  • Effectively lead a team of Operations Technician 3 personnel while building positive professional relationships with customers

  • Produce and present clear, concise, and professionally written communications and presentations.

  • Provide specialized advice and direction within their area of expertise.

  • Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities. Foster continuous improvement.

  • Decisive: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the company.

  • Perform specific responsibilities outlined in operational plans and procedures.

  • Plan, schedule, and assign tasks to fulfill objectives and satisfy requirements outlined in operational plans and procedures.

  • Set priorities, develop schedules, monitor progress towards goals, and track details/data/information/activities.

  • Plan, execute and finalize assigned projects and successfully manage competing priorities

  • Train operations technicians on required tasks to perform their job.

  • Ensure timely response, escalation, and resolution to promote the rapid restoration of services for all Incidents

  • Utilize knowledge and experience to identify, troubleshoot, and resolve simple and complex problems quickly and effectively.

  • Make use of trouble ticketing system to and document outages.

  • Coordinate and track RMA requests, to obtain RMA authorization requests and completion of RMA submittal forms

  • Understand and utilize documented procedures to perform assigned duties.

  • Perform rekey of crypto equipment and assist field technicians in the rekey and troubleshooting of crypto equipment.

  • Complete, review, and approve required forms and documentation to sustain operations.

  • Work independently and as a team member.

  • Possess knowledge of Wide Area Network security requirements for protecting computer systems/networks from viruses, data tampering, and unauthorized entry

  • Assist technical subject matter expert to support day-to-day network issues and new network commissioning, configuration, testing and implementation.

  • Provide data to support daily and monthly customer reports, incident reports, and ticket audits

  • Review and interpret input from several monitoring tools and determines course of action to resolve network issues and outages

  • Perform other duties as assigned.

Estimated 15% of time is travel; however, the amount of travel is dependent on the current mission requirement and operations environment.

Qualifications

  • Prior NOC experience required.

  • Previous experience with Government networks and customers.

  • 2 Years leadership experience in a commensurate role

  • Experience with long haul communications equipment such as SONET, ATM, fiber optical multiplexers, OTN and DWDM and understanding of LAN/WAN software/hardware technical support; familiarity with optical and IP products, particularly Ciena and Infinera optical and Cisco IP routing and Juniper devices

  • Familiarity with various vendor platforms for optical networks – Ciena, Cisco, Juniper, Infinera

  • Experience with Trouble-Ticketing Systems, specifically Remedy

  • Experience with Network Monitoring tools to include Solar Winds, OneControl, NeuralStar, DNA, HP Openview, Tivoli, Spectrum, What’s Up Gold.

  • Effective Communication: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.

  • Demonstrated advanced hardware and software troubleshooting skills.

  • Obtain/maintain advanced level of knowledge within their area of expertise.

  • Ability to interface in a professional manner with management and customer.

  • Ability to work in a high stress environment, collaborate very closely with peers, strong communication skills.

  • Minimum of six months experience with current operations desired.

  • Work requires non-standard, flexible work schedules

  • Associate degree in Engineering, Electronics, Software, or Networks

  • MCSE, CCNA, Security+ desired

  • Top Secret/SCI eligible clearance mandatory.

Education

Alternate Location: US-Texas-San Antonio

Requisition # : 210737

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/

EEO Statement

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.

Disclaimer

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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