CenturyLink Senior Analyst (Escalation) in Mongkok, Hong Kong

CenturyLink (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 customer’s trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

This customer-facing position is responsible for providing “one call resolution” to Service Delivery and Service Assurance reported issues. The incumbent works seamlessly with the internal teams such as Service Delivery team, other work groups in CenturyLink as well as third-party vendors to drive action plans and root cause analysis to transition the focus from the reactive to proactive. Communicates directly with all levels of management as needed to update on any issues related to the immediate need to accomplish the objective in a real time scenario. This role is best viewed as the tactical side of a Carrier Manager function.

Job Description

  • Escalation Management

  • Function as a single point of contact for vendor issue resolution

  • Lead efforts to resolve issues/concerns with vendors as well as internal sales and delivery teams

  • Monitor and follow through to ensure chronic support and technical issues and problems regarding compliance to Service Level Agreements are resolved

  • Maintain records of escalations and provide feedback to management about vendor performance on provisioning, maintenance and billing

  • Lead weekly/monthly operational review meetings with vendors to ensure effective processes and SLA adherence

  • Performance Management

  • Design and develop the key performance indicators (KPIs) in Field Operations, Service Delivery and Service Assurances teams to articulate escalations business value in CenturyLink Asia Pacific

  • Business Process Design and Modeling

  • Strategically plan, execute and measure improvements to the escalation process to ensure best practice refinement and drive customer experience

  • Participate in planning calls and discussions related to network design aimed at lowering costs, latency and increased resiliency

Qualifications

  • Bachelor’s degree in engineering or related discipline

  • At least 5 years’ of technical carrier escalation and customer facing experience

  • Extensive network troubleshooting and isolation experience

  • Ability to work flexible shifts in a global environment

  • Extensive experience in international network topologies, design as well as subsea cables and routing

  • Experience in end-to-end escalation management

  • Experience in detailed technical analysis and generating white papers proposing possible network designs for use in engineering management, sales and service operations

  • Demonstrated ability to write high-quality documents

Education

Masters or Equivalent

Bachelors or Equivalent

Requisition #: 204243

EEO Statement

No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

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.