<div class="container-3Gm1a"><p><b>About Lumen</b></p><p>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.</p><p>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.</p><div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="overflow-wrap: break-word;"><h2 style="margin: 0px;"><b>The Role</b></h2> </div><div><p>Provides direct supervision to a team of technicians providing proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination, and restoration of service-affecting or potentially affecting network events/issues. Technicians frequently collaborate with Customers, Vendors, Local Exchange Carriers, and other internal Lumen workgroups.  Typically, the interaction is during the time of a service outage. This position is responsible for providing Superior Service to our growing customer base.</p></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="overflow-wrap: break-word;"><h2 style="margin: 0px;"><b>The Main Responsibilities</b></h2> </div><div><p>Technical & Digital Skills</p><p>-Working knowledge of modern IT/Network Operations, including monitoring tools, ticketing systems, SLAs, and incident management practices.<br>-Understanding of automation and AI‑assisted operations (AIOps) concepts, including using analytics, dashboards, and AI tools to improve efficiency, reduce manual effort, and support decision‑making.<br>-Ability to analyze operational data, trends, and KPIs to drive continuous improvement and meet performance objectives.<br> </p><p>Leadership & People Management</p><p>-Proven ability to lead, coach, and develop technical staff, including onboarding, training, performance feedback, and formal reviews in alignment with company policy.<br>-Strong capability to manage staffing levels, schedules, and workload distribution to meet operational demands and service levels.<br>-Demonstrated experience handling escalations, conflict resolution, and cross‑team collaboration, maintaining professionalism under pressure.<br>-Ability to foster positive employee relations and support organizational change, including adoption of new tools, processes, and automation.<br>-Be available for after hour's escalations/engagement by employees, customers, or management (On Call rotation duties).</p></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="overflow-wrap: break-word;"><h2 style="margin: 0px;"><b>What We Look For in a Candidate</b></h2> </div><div><p>Communication & Business Acumen</p><p>-Strong written and verbal communication skills, with the ability to translate technical issues into clear updates for leadership and stakeholders.<br>-Owns escalated issues end‑to‑end, coordinating with internal and external partners to drive resolution. Provides regular escalation updates, monitors performance, and takes corrective action as needed to meet or exceed operational objectives.<br>-Experience preparing and presenting daily, weekly, and monthly operational reports, including metrics, risks, and improvement recommendations.<br>-Ability to balance operational execution with continuous improvement, cost awareness, and alignment to departmental and corporate objectives.<br>-Experience supporting technology transformation, automation initiatives, or AI‑enabled workflows in operations environments.</p></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="overflow-wrap: break-word;"><h2 style="margin: 0px;"><b>Compensation</b></h2> </div><div><p>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.</p><p>Location Based Pay Ranges:</p><p>$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, and WY.<br>$87,117 - $116,156 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.<br>$91,266 - $121,688 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.</p><p>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.</p><p>Learn more about Lumen's:</p><ul><li><a href="https://jobs.lumen.com/global/en/benefits-statement" rel="noopener">Benefits</a></li><li><a href="https://jobs.lumen.com/global/en/compensation-information" rel="noopener">Bonus Structure</a></li></ul><p>#LI-Remote</p></div></div></div><p>Requisition #: 340941</p><p><b>Background Screening</b></p><p>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 <a href="https://jobs.lumen.com/global/en/faq">FAQ page</a>. 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.</p><p><br>Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.</p><p><b>Equal Employment Opportunities</b></p><p>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.</p><p><b>Disclaimer</b></p><p>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.</p><p>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.</p><p>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.</p></div>