CenturyLink Technical Operations Manager in Winnersh, United Kingdom
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.
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 expert level experience with one or more of the following web technologies and strong conceptual understanding of the remaining 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)
Virtualization (VMware, Hypervisor etc)
Effective Time and Project management skills
Ability to effectively command control during crisis situations and P1 Incidents
Solid understanding of metrics reporting to perform trend analysis on KPIs
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
Previous leadership experience in some capacity in the IT industry
Understanding of PMP principles and practices
ITIL Foundations certified
Alternate Location: UK-Berkshire-Winnersh
Requisition #: 206617
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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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/