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CenturyLink Mgr Technical Customer Operations in LONDON, United Kingdom

About CenturyLink

CenturyLink at http://www.centurylink.com/ (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 customers’ 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

The European Technical Support Center (ETSC) based in London Docklands manages customer services over a global network. Our primary objectives are to provide a first-class customer experience, conduct effective triage across multiple networks, products and technologies to minimise downtime and work as an effective team within the service assurance operation. The ETSC supports the Product Portfolio consisting of Transport, IP and Ethernet ensuring that all faults, planned work and activation requests are carried out to comply with SLA’s and internal process.

In this role you would be responsible for providing, owning and managing a Tier 2 technical support team for the EMEA customer base. In addition to direct reports working Monday to Friday there are indirect reports on each of four shift teams each led by a Shift NOC Manager. You will be responsible for all working practices formulated to drive improvements in the key metrics the service operations teams are measured by.

The position requires you to be an effective communicator to both internal teams and to our customers where you will be required to represent CenturyLink handling both escalations and service review meetings.

Job Description

You will be required to be a point of contact for service-related escalations from internal and external customers. Handle situations that may require a high degree of sensitivity and use of sound independent judgment. Receive and respond to customer service escalations by providing accurate status updates and the go forward plan of action resulting in a timely resolution to the escalation.

Manage customer experience, be a customer advocate. Our aim is to make the customer experience as effortless as possible.

Provides feedback and input in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards.

Support manage and monitor services within the European Technical Service Centre (ETSC). Provide Tier2 technical support and driving faults to timely resolution. Manager escalations in line with SLA.

Supporting customers during European Business hours via a shift pattern, receiving and resolving customer issues via phone, email and web-based portal.


Experience within a Customer facing Service Desk or NOC role.

Understanding of telecommunications industry.

Knowledge of IP technology and troubleshooting.

Knowledge of SDH/SONET technology and troubleshooting.

Knowledge of DWDM technology and troubleshooting.

Knowledge of Ethernet technology and troubleshooting.

Highly organized with the ability to plan for short-medium term objectives.

Keen problem solver.

Alternate Location: UK-London-London Other

Requisition #: 217539

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.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

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/