Supervisor Network Operations WA, Vancouver

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 Lumen’s 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

Responsible for supervising and directing teams providing customer facing support for issues disrupting their use of Lumen services, including proactive alarm management/surveillance, network analysis, routine maintenance, health checks, and major incident/crisis management.
Role is expected to ensure prevention of issues from occurring, and resolving issues quickly when they occur.


The Main Responsibilities

Leading teams who are the customer’s technical advocate, and striving to provide a positive customer experience irrespective of expertise, history, or workload.
Collaborating within team and across teams (Specifically Service Desk, Tier III, and eTSC) without preconception or assumption, striving only to serve the customer and their team.
Managing workload and collaborating with their peers on opportunity to assist and to ensure consistency in operations across shifts and groups.
Ensuring timely and accurate response to alarms on all products in a timely manner.
Seeking opportunity to improve the customer experience, and reduce customer effort both on a case by case and wider perspective.
Continual personal development –  working with peers and Director to ensure technicians skillsets are updated and adapted in line with technological and industry trends.
Expected to develop an enhanced capability in a broad range of the key products and services.
Deputising for senior management as directed and acting as a lead and focal point within the wider organisation.

What We Look For in a Candidate

Requires an experienced or advanced understanding of telecommunications networking across voice, data/IP, ethernet specialities. Focus in one area is permissible with multiple areas desirable.
Experience working on Voice/Data/IP networks within an operational environment; completing 1st/2nd level diagnostics across multiple technologies and Vendors.
Demonstrative experience in Incident Management and Service Operations environments.
Leadership experience desirable, with an appetite and aptitude for ensuring the best performance can be obtained from teams.

Requisition #: 235235

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.

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.

Salary Range
$104,000.00 - 144,000.00
per Year
Salary range estimated by