CenturyLink Major Incident Manager in Town And Country, Missouri
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.
A Major Incident Manager is accountable for managing real time critical events, covering multiple client impacting outages as well as single client Priority 1 events associated with our strategic clients.
Provide overall Management during Multiple Client Outages (MCO’s) and strategic single client major incidents
Ensure internal and external communications are being handled during MCO’s and strategic single client major incidents
Launch and monitor technical bridges associated with outages
Run internal communication calls ensuring Executive Leadership and Service Management teams are fully informed of issue at hand
Provide reporting analysis for MCO’s and Priority 1 single client issues
Launch technical calls associated with MCO’s as well as Priority 1 strategic single client issues
Send initial internal notifications to necessary distributions and ensure follow up communications are sent on a timely basis
Provide necessary client communications associated with MCO’s, including proactive notification, posting messages on web portal and changing phone messages on main contact number
Provide end to end ownership of handling of MCO’s ensuring issues are being escalated accordingly and all necessary resources are involved
Ensure The Global Operations Center staff is providing clients with status updates associated with our SLO’s
Partner with service management to develop and implement programs that lead to improvements in handling of critical events
Document all items associated with client impacting outages, with ability to provide detailed timelines as to events and areas for improvements
Participate in MCO and/or Priority 1 debrief sessions
Provide feedback to the MIM process team to ensure continuous process improvements
Previous experience in an enterprise, IT or service provider environment supporting Network and Hosting technologies
Ability to multi task and delegate as needed
Attention to detail is a MUST
Ability to lead teams with confidence and accuracy
Coordination and communication skills in order to work with other technology and business partners during high stress situations
Educated decision making
Familiarization with SAS-70 and preferably ITIL v3 Foundation certified
Excellent verbal, written and analytical skills
Previous experience within project management, crisis management, and major incident management
Ability to exude confidence when escalating and speaking to Sr. and Executive Leadership
Bachelor’s Degree in Communications, English, Journalism, IT Management, Computer Science, or equivalent work experience in a related field.
ITIL Foundations certification (required) or higher (preferred)
Previous experience in either Incident Management, Service Management, Service Delivery, or had a role with either direct client account management or implementing ITIL based methodologies.
Bachelors or Equivalent
Alternate Location: US-Missouri-Town And Country
Requisition # : 203526
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/
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.
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.