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Lead Operations Analyst - Tempe, AZ. - Denver, CO. - Tulsa, OK. - Norcross, GA. - Broomfield, CO.

Location
TULSA, Oklahoma
Job Type
Permanent
Posted
2 Sep 2022

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

The Lead Operations Analyst functions as the primary post-install operational interface to named elite customers by serving as the
critical customer advocate and liaison for strategic enterprise accounts. Works directly with the Repair Centers to
help escalate and resolve customer operational issues when process gaps have been identified and service
improvement is necessary. Interfaces with multiple disciplines and technical resources across the business to
drive a superior, differentiated, and sustained customer experience. Ensures operational continuity and
scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering
operations reviews, Request for Outage (RFO), and Service Improvement Plans (SIPs). Trains and mentors lower
level peers and partners with management to share strategic responsibilities and team leadership. Facilitates
crossfunctional teams to raise awareness, drive for results, and resolve issues impacting both assigned
customers as well as the larger customer base

The Main Responsibilities

  • Acts as escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
  • Defines and develops custom reporting and delivers regular operations reviews that illustrate Lumen's network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.
  • Serves as customer advocate, technical resource, and Subject Matter Expert for internal company departments for assigned customer base and develops communications strategies with internal departments by staying well-versed in customer and internal SLAs and operational processes in-order to assist operational and Sales teams in setting proper customer expectations based on defined service level criteria.
  • Partners with Repair Centers to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer.
  • Defines and communicates key Service Delivery, Service Management or Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIPs). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.
  • Understands and communicates large scale upgrade projects and other Change Management / Global Change Request events that will impact assigned customers, while also maintaining accurate and thorough customer contact lists for proper planned maintenance notifications.
  • Maintains critical customer information on public drive and ensures OSM is flagged in key systems.

What We Look For in a Candidate

Minimum:

  • Bachelors or Equivalent and 6+ years related experience with Bachelors
  • Extensive experience in benefits forecasting using qualitative techniques, time series analysis, projections, and causal models
  • Experience with data mining, JSON, Oracle, MySQL, AVAYA, RX, Linux and BI Tools 
  • Programming skills in HTML, PHP, Javascript, CSS, Python and VBA
  • Possess strong analytical skills with the ability to identify performance drivers and trends
  • Works effectively within tight deadlines and firm schedules
  • Exhibits good business judgement with the ability to overcome obstacles and think strategically to solve business problems

Preferred:

  • Masters or Equivalent
  • 4+ years related experience with Masters
  • Experience in data science

What to Expect Next

Requisition #: 301819

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.

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.
 

Salary Range

Salary Min :

72540

Salary Max :

161520

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

72540

Salary Max :

161520

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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Details

  • Job Reference: 701863291-2
  • Date Posted: 2 September 2022
  • Recruiter: Lumen
  • Location: TULSA, Oklahoma
  • Salary: On Application
  • Sector: Science & Technology
  • Job Type: Permanent