Senior Manager Customer & Network Transformation

Lumen
United States
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 7+ yearsEducation: bachelorsSkills: ["Leadership","Ownership","Cross-technology collaboration","Customer communication","Program coordination"]

Lead the MTA (My Ticketing Application) team, driving adoption, development, and continuous improvement of a go-forward ticketing platform with a focus on Service Assurance and Global Field Services. Manage developers delivering ticketing solutions across technology domains, execute AI-driven initiatives to improve network reliability and customer experience, and coordinate automation programs for Network Operations Centers and Technical Support. Provide 7x24x365 support and represent leadership on platform improvements internally and externally.

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FursaFursa
Lumen
Lumen
1 day ago

Senior Manager Customer & Network Transformation

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead the MTA (My Ticketing Application) team, driving adoption, development, and continuous improvement of a go-forward ticketing platform with a focus on Service Assurance and Global Field Services. Manage developers delivering ticketing solutions across technology domains, execute AI-driven initiatives to improve network reliability and customer experience, and coordinate automation programs for Network Operations Centers and Technical Support. Provide 7x24x365 support and represent leadership on platform improvements internally and externally.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead the MTA team as the go-forward ticketing application, driving adoption, development, and continuous improvement across supported technology domains.
  • •Identify, prioritize, and execute AI-driven initiatives that enhance network reliability, ticketing efficiency, and customer experience.
  • •Execute automation development and support for CenturyLink Transport, Ethernet, IP, MPLS, and Voice/VoIP networks at the highest technical level.
  • •Coordinate command-and-control automation discovery and program execution with Network Operations Centers and Technical Support, collaborating with planning/deployment and IT architecture/engineering.
  • •Direct subordinate managers, teams, and/or independent contributors; manage budgets, schedules, staffing, and training; and oversee MTA evolution and AI capability growth.

Pay and Benefits

Perks:Health InsuranceDentalVision401kGym MembershipLearning Budget

Key Requirements

  • •Bachelor's degree (Engineering degree preferred).
  • •Minimum 7 years of related experience, including technical training/education, with 2 years minimum at the managerial level.
  • •Experience implementing orchestrated workflows and a network control environment.
  • •Expert understanding of systems development and development frameworks (GitHub, Itential, Java, JSON, Ansible).
  • •Expert understanding of IP, Transport, Access, and voice/VoIP network design and operations at large scale.
Experience:7+ yearsNetworkingTelecommunicationsAI initiatives
Education:Bachelor's
Skills:LeadershipOwnershipCross-technology collaborationCustomer communicationProgram coordination
Tech Stack:GitHubItentialJavaJSONAnsibleIPTransportEthernetMPLSVoice/VoIP

Company Brief

Lumen
Provides integrated communications, network, edge cloud, and security services to enterprise, government, and carrier customers, operating a global fiber network and delivering connectivity and managed IT solutions.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Monroe, United States
WebsiteLinkedIn