About Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
The Role
The Lead for the NaaS/Cloudify Support Team plays a critical role in driving operational excellence, team leadership, and strategic alignment across support functions. This role serves as the primary escalation point for Tier 1 and Tier 2 agents, ensuring high-quality customer interactions and efficient resolution of service issues. The Lead collaborates cross-functionally with IT, DevOps, and SRE teams to maintain service reliability and continuously improve support workflows.
Location and Schedule
Location: This role is Work from Home and can be based anywhere in the United States.
Schedule: The hours of operation for the support team are Monday thru Friday from 8:00 a.m. to 8:00 p.m. Eastern Time. The Lead will need to be flexible to work within those hours.
The Main Responsibilities
- Accountable for timely project completion and delivery
- Develops project progress and status reports for customer
- Coordinate and facilitate solutioning calls and project meetings including internal resources, external resources and design engineers
- Effectively communicates order status, risks and issues to customers to prevent escalations by presenting options and recommendations for resolution
- Validate Planning scope and set accurate project milestones. Work with all project stakeholders to drive towards timely milestone completion
- Responsible for engaging and/or scheduling delivery resources
- Assess/Manage risk, impacts and potential alternatives and escalate as required to the appropriate level of management
- Utilize the change control process to track schedule changes
- Creates, gathers, and organizes content in support of executive and organizational communications.
- Ability to quickly understand technical aspects of products & service from both a functionality and operations perspective
- Develop, plan and manage implementation activities for highly complex projects/programs and external/internal customers
- Set program objectives and establish clear measures to successfully define and meet project deliverables and timelines
- Responsible for building and maintaining business relationships, which includes working with all levels and organizations of the company to maintain and provide status of key projects
- Identify business needs and make solution recommendations with strong problem solving and analytical skills and provide consistent feedback on improvement opportunities related to current business process
- Manages new process creation, requirement building along with training and documentation needs
- Ability to quickly understand technical aspects of operational products/services, both from a functionality perspective as well as from an operations/set up perspective and be able to articulate them to a less technical audience
- Identify business needs and make solution recommendations with strong problem solving and analytical skills and provide consistent feedback on improvement opportunities related to current business process
- Lead efforts to Assess/Manage risk, impacts and potential alternatives and escalate as required to the appropriate level of management
- Acts as project team leader, accountable for successful overall project completion
- Ensure adherence to project related policies and processes
- Lifecycle management of critical or multiple site deployments
- Negotiates due dates based on resource/network availability to maintain Lumen’s profitability and to meet customer requirements
- Conduct regular Q&As for Production orders
- Host regular team huddles/meetings providing change management updates
- Responsible for escalation management
- Tier 2 Product Support for Operations & Service Delivery teams
What We Look For in a Candidate
- Bachelor’s Degree, or 5+ years of relative job experience
- Experience with two or more of the following technologies: SD-WAN, SASE, Transport, Internet, MPLS, Managed Services, Voice (PRI, SIP, Porting, etc.), Security, Cloud and Virtualization Technologies, Managed Enterprise Services, Meraki.
- Passionate and innovative with a proven track record of success; an action-oriented, strategic, and creative thinker with a detailed focus on implementation and on-going execution of training programs in the field.
- Self-motivated, able to manage and prioritize multiple tasks, projects, and clients in parallel in a time sensitive environment.
- Ability to professionally deal with remote client relations through phone, email & online sources in order to enhance the Partner experience.
- High telecommunications technical knowledge required, demonstrated ability to use and apply business acumen. Working knowledge of Microsoft Office Suite
- Ability to work effectively in cross-functional teams such as Sales, Marketing, Engineering, Finance, Product, Operations and Support.
- Moderate understanding of data networking like IP addresses, NAT, routing and WAN/LAN.
- Must be self-directed, results-oriented, and able to handle multiple priorities in a fast-paced, continually changing environment.
- Ability to indirectly influence cross functional teams in a highly matrixed environment to achieve targeted outcomes.
- Demonstrates aptitude for analyzing complex issues and developing the appropriate solutions.
- Excellent communication, documentation, and cross-team collaboration skills including an ability to communicate and work effectively with staff at all levels of the organization.
- Ability to coach and provide feedback to team members and senior leaders to improve team dynamics and adherence to team objectives
- Good analytical skill
- Proven experience in technical support leadership, preferably in NaaS or cloud services.
- Strong understanding of support operations, escalation management, and service delivery.
- Familiarity with agile support models and performance forecasting.
Preferred:
- 6+ years of direct project management experience
- CAPM or PMP Certificatio
- Salesforce experience (Click-to-Chat, Case Management)
- Experience leading multiple complex projects in the technology industry
- Completion of formal externally recognized project certification requirements (e.g. PMI, PMP)
- Telecommunications industry experience
- Experience as a team lead in any other role previously
Compensation
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.
Location Based Pay Ranges
$82,969 – $110,625 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$87,117 – $116,156 in these states: CO HI MI MN NC NH NV OR RI
$91,266 – $121,688 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We’re able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen’s: Benefits Bonus Structure
#LI-Remote
Requisition #: 339701
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
