Manager of Operations

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Date: Sep 27, 2017

Location: Winnersh, WOK, GB, RG41 5TS

CenturyLink (NYSE: CTL) 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 for more information.

Job Summary

Manager, Operations Centre – Hosting Compute

CenturyLink is a global IT solutions leader that powers the needs of businesses of all sizes through our hybrid IT services including public and private cloud, data centre colocation, managed hosting and network services.

In Europe, we work with leading brands, such as Cancer Research UK, easyJet, Euromoney, G4 Security and Universal Music. Every day we help our clients to deliver agility, innovation and speed to market for their businesses. Every minute they harness the scalability and economics of cloud-based technologies.

An S&P 500 company, CenturyLink is included amongst the Fortune 500 list of America's largest corporations, employing over 48000 people worldwide with operating revenue in excess of 17 billion dollars.

 

Job Description

 

Job Responsibilities:

This Manager will lead a team of Tier 3 & 4 Hosting Operations Engineers and be responsible for all platform specific Incidents, Changes, Requests and Problem Records. The key tasks of this team are to ensure effective Incident management of critical events with the primary focus on service restoration. Troubleshooting and triage of non-critical events and escalation to the relevant teams where required. The team works from a technology based global queue and management and resource efficiency is paramount to the success of this team. This position reports to the Sr. Manager for the platform specific technology stack.

The Manager will be required to complete all the administrative tasks associated with running a customer facing operational team. This includes: setting goals, objectives and yearly formal reviews of the various technical disciplines, performance, Management tasks and reporting on overall ticket management to ensure we meet/exceed customer expectations.  Additional responsibilities include: ensuring procedures are adhered to at all times to ensure customer satisfaction.

 

A major part of the success of this role will be the candidate’s ability to manage a global client base and work alongside members of the global management team to ensure a smooth transition of workload through a Follow the Sun model.
 

  • Manage the team on a daily operational basis; including setting their objectives, performing monthly reviews and end of year appraisals
  • Identify support problem areas and resolve where possible in a timely manner ensuring that appropriate staff and customers are kept informed
  • Engage in the decision process of client change requests approval with change manager and agree resources which will execute
  • Produce training/development plans for direct reports and organize monthly reviews of these plans
  • Act as Incident/Crisis Manager as required during outage situations
  • Work with Customers to resolve issues in a timely manner as planned by Customer Account Manager, Engineering and Client Services Partners
  • Daily review of open cases and escalate any issues to Senior Management
  • Production of team weekly report
  • Review the team handover meetings to next team
  • Manage team to ensure achievement of Client Services KPIs
  • Build good relationships with peer managers and their teams as well as CenturyLink clients through appropriate communication and team working
  • Ensure procedures are adhered to at all times

Qualifications

  • Minimum Qualifications:

     

  • Experience of managing a technical team.
  • A thorough understanding of Manged Hosting environments and Service Operations.
  • Proven track record of continual service improvement activities.
  • Knowledge of ITIL Processes (Incident, Change & Problem).
  • Demonstrable technical Knowledge in Windows Platforms.
  • Ability to manage and balance multiple priorities.
  • Excellent analytical, interpersonal, and communications skills are a must.
  • Ability to create, manage, and execute comprehensive feasibility processes and plans.
  • Strong leadership, management, and communication skills.
  • Excellent documentation and strong written skills.
  •  

    Preferred Qualifications:

  • Bachelor's Degree in Business, IT and/or Administration or equivalent experience.
  • ITIL Certification desired.
  • Understand business roadmap, products and services offerings.
  • Previous experience supporting Managed Hosting & Managed Services.
  • Previous experience interacting with Service Management and Product organisations.
  • Microsoft Certification.

Education

Bachelors or Equivalent

Alternate Location:  UK-Berkshire-Winnersh 

Requisition #: 155310 

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/ 


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