Senior Manager Customer & Network Transformation Job Details | Lumen Technologies

Lumen Technologies provides secure, high-performance connectivity across fiber, cloud, edge, and AI workloads for enterprises, governments, and communities. The Senior Manager will lead the MTA ticketing platform team and drive platform evolution, AI initiatives, network automation, operational efficiency, and customer experience improvements while managing teams and strategic projects.

Responsibilities:

• Leads the MTA team as the organization's go-forward ticketing application, driving adoption, development, and continuous improvement of the platform across all supported technology domains
• Advances the organization's AI project focus by identifying, prioritizing, and executing AI-driven initiatives that enhance network reliability, ticketing efficiency, and customer experience
• Executes on the global cross-technology charter that supports automation development and support of the CenturyLink Transport, Ethernet, IP, MPLS and Voice/VoIP networks at the highest technical levels of the organization
• Handles development discovery and program coordination for command-and-control automations used by the Network Operations Centers, Technical Support teams, along with interfacing with planning and deployment, and collaborating with IT architecture and engineering
• Leads automation modifications including integration of the various legacy networks across the different technology disciplines (Transport, Ethernet, IP, MPLS, Voice) and plays a key role in the development and execution of network strategy
• Interfaces with IT counterparts to drive priorities of large-scale application initiatives — including MTA enhancements and AI projects — and serves as the conduit for innovation inside of operations to enhance network reliability, customer experience, and increase productivity
• Directs the work of subordinate managers, teams, and/or independent contributor employees
• Performs on-call, email, and face-to-face communication with difficult customers requiring in-depth knowledge of the organization's products/services
• Works with peer organizations within and external to the Transformation Org to serve as a communication conduit between Service Assurance and others, bringing new ideas, product information, and other details relevant to the job
• Leads functional area within a business unit. Accountable for all results, costs, methods, and staffing
• Responsible for all center or functional group operations, including activities and performance
• Establishes and assures adherence to budgets, schedules, work plans, and objectives/goals. Responsible for all personnel training requirements
• Supports the professional development of employees by focusing on individual needs, training requirements, and skill levels
• Manages internal and external team projects with a focus on MTA platform evolution and AI capability growth

Requirements:

• -Bachelor's degree
• -Minimum 7 years related experience, including technical training and/or education 6 years minimum experience, with 2 years minimum experience at the managerial level
• -Previous experience in the implementation of orchestrated workflows and network control environment
• -Expert level of understanding in systems development and development framework technologies (GITHUB, Itential, Java, JSON, Ansible)
• -Previous experience forming and managing a development team from scratch
• -Expert understanding of IP, Transport, Access, and voice / VoIP network design and operation, along with operational challenged in managing a very large-scale network
• Engineering Degree Preferred