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Job Information

CenturyLink OPERATIONS TECHNICIAN II in TOWN AND COUNTRY, Missouri

About CenturyLink

CenturyLink (NYSE: CTL) at http://www.centurylink.com/ 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 Description

The CenturyLink Financial Support Operations Technician II will act as the single point of contact for Incident Management and Change Management for CenturyLink’s low latency, sensitive market data clients. Incident Management will consist of proactive monitoring, diagnosis, and resolution of incidents in a 24x7, fast paced, team orientated operations center. The CenturyLink Financial Support Operations Technician II will interface directly with CenturyLink’s enterprise and strategic customers, 3 rd party vendors (Field Service Technicians and Telecommunications Technicians), Financial Exchange Vendors, and internal resources to ensure a superior customer experience.

Working Schedule: This position could either be an "Afternoon Swing Shift" or a "Night" shift position (we are hiring for multiple). This is a 24x7x365 Operations environment and could include working Holidays and Weekends if required

Position Objectives

  • Deliver superior customer service through professional, comprehensive, and timely communication for all Incidents and Requests for Change

  • Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents

  • Provide methodical and successful execution of customer change requests

  • Maintain network stability through advanced troubleshooting, timely resolution of customer incidents, and proactive maintenance

  • Ensure all internal systems and customer environments are operational through the use of Network/System Monitoring Tools

  • Execute pre-approve change activities in a multi-tenant environment

Essential Duties

  • Take inbound customer and vendor calls

  • Open, Update, Manage Customer trouble tickets

  • Identify resolve and escalate issues according to procedural documentation and training

  • Own Incident, Request, and Change management of low latency multicast and unicast connectivity over the CenturyLink’s Low Latency Market Data Enterprise Network

  • Provide and obtain timely updates to/from relevant parties (internal and external)

  • Manage incidents to resolution in a timely manner

  • Monitor customer and infrastructure environments to quickly identify and resolve incidents

  • Management of telecommunications vendors, including but not limited to:

  • Open trouble tickets with vendors

  • Ensuring that vendors are actively troubleshooting incidents that occur within their network (including the local exchange network)

  • Confirm that vendors are adhering to service-level agreements (SLAs)

  • Escalating as required to meet customer SLA’s

  • Other duties as assigned

Critical Skills

  • Previous enterprise, IT or service provider experience

  • Ability to quickly adapt to advancing technologies and procedural changes

  • Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution

  • Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment

  • Ability to work well in team environment

  • Excellent verbal, written and analytical skills

Desired Skills

  • Hands on experience with one or more of the following:

  • Network and Systems technologies

  • Network LAN and WAN Protocols (RIP, OSPF, BGP, IS-IS, EIGRP, MPLS, PIM, IGMP)

  • Telecommunications Technologies (T1, DS3, IMA, MetroE, BERT, loop testing)

  • Corvil Network Latency Systems

  • HP Openview (NavisCore) Network Management Systems

  • IBM NetCool System Monitoring Suite

  • Network and Systems hardware platforms

  • Cisco routers and switches

  • Juniper routers and switches

  • Corvil Sequence Gap Analyzers

  • Ability to analyze packet captures (.PCAP files)

  • Familiarization with Global Financial Exchanges

  • Familiarization with SAS-70 and ITIL guidelines and practices

  • Technical certifications in areas of expertise (Cisco, Juniper Ex. CCNE/CCNA, JNCIA/JNCIS)

Qualifications

  • Associates degree or equivalent education in related fields

  • Certificates of training in associated fields/equipments

  • Minimum 3-5 years related experience in specific technology or equivalent.

Education

Associates or Equivalent

Alternate Location: US-Missouri-Town And Country

Requisition # : 219775

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/

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.

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