IT Operations Technician III

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

This is a great opportunity for someone who wants to develop their career with the experience of working with a Global technology company, based in Dublin.

Responsible for the day to day break/fix activity of monitoring, troubleshooting and correcting problems on a customer owned DWDM Network.  

The Optical Operations tech will complete the prompt detection, resolution, escalation and reporting of service impacting events and incidents. The position is an escalation interface between Lumen and the customers it serves, and it requires professionalism and excellent customer service skills. Shift patterns for this role are required to cover the network monitoring 7 days a week.

The Main Responsibilities

• Ensuring network reliability, availability, compliance with customer Service Level Agreements (SLAs), scheduling, preparing and actioning network maintenance requirements.
• Coordinates, monitors, and tracks customers global optical network including incident management, repair and maintenance, opening and closing incidents, preventive maintenance, and resolution of customer issues. 
• Works closely with customers Network Development, Engineering, Operations, Product Development, and Account Team personnel to ensure network reliability, customer satisfaction and support other functional teams.
• Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.
• Drive proactive Problem Management and Continual Service Improvement.

What We Look For in a Candidate

• Experience with carrier grade optical networks operations and equipment. 
• Ability to communicate courteously and professionally with outside contacts and other employees, including various levels of staff and management. 
• Ability to handle situations involving conflict while promoting a positive company image. 
• Ability to perform under emergency conditions and handle multiple tasks simultaneously with frequent interruptions.  
• Strong analytical or organizational skills.
• Ability to work weekends.
• Skilled in the use of operating personal computers utilizing Microsoft Word, Excel, Access, and Outlook programs.

Requisition #: 324567 

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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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.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.