Company Profile:

Lumen employs thousands of individuals globally One of our strengths is the diversity of our people and we are committed to fostering a diverse and inclusive culture The vibrant mix of viewpoints talents experiences backgrounds and beliefs found at Lumen is respected and valued Our Human Resources policies aim for the highest standards of fairness and equal opportunity covering recruitment hiring promotions job assignments and all other aspects of employment

Job description:

• Minimum 12 years of customer facing experience
• The candidate must be highly motivated, willing to work in a fast-paced, constantly-changing environment
• Demonstrate strong communication skills to align cross functional teams and objectives and promote team outcomes
• Customer centric, Team player, Strong influence and relationship management skills
• Strong communication and decision making skills
• Apply group problem solving and design making techniques to build understanding and agreement among people to achieve shared outcomes
• Work with internal clients and partners to understand business needs, offer advice and solutions and operating from a position of expertise balanced with a collaborative approach
• Able to balance requirements from business, operations and industry trends to facilitate solutions that deliver ongoing capabilities
• Requires attention to detail, ability to meet multiple deadlines and adapt to changing priorities
• Requires excellent analytical, problem solving, organizational and time management skills
• Ability to make timely and effective decisions that are based on sound judgment and business rationale
• Available in non-business hours to handle urgent issues
• ITIL familiarity and certification
• Appreciation and understanding of Incident, Problem, Change, Request, Release, Capacity, Availability processes
• Experience in working with enterprise management tools like CA Unicenter, BMC Remedy, HP Open View, IBM Tivoli etc.

Core Technical Competence:

• Strong knowledge about end to end lifecycle of IT Infrastructure Management Services
• Strong technical understanding of any of the technology towers - Compute, Network, Security, Database, Middleware, Messaging, Applications etc.
• Responsible for the Technical Account Management of key customers
• Build and maintain strong and positive relationships with customers at various levels including CXO
• Document the knowledge gained about the customer’s business
• Single Point of Contact (SPoC) for managing all operations & projects handled for customers
• Work directly with resolver groups to ensure customer’s day to day operations are handled seamlessly and that customer issues are resolved timely
• Handle customer escalations to the agreed Service Level Agreements (SLAs)
• Identify the knowledge gaps and build the teams either through trainings and recruitments
• Present analysis and periodic reviews of operational performance to customer and recommend the changes in the framework for betterment
• Provide detailed reviews of key achievements, service disruptions, metrics, SLAs, future plan etc.
• Champion and advocate for customer requirements within the company
• Focus to identify the business growth opportunities