Lead Operations Technician

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

The EMEA Managed Services NOC is responsible for the provision of 2nd tier technical break fix support for EMEA managed services customers, covering a broad set of network and security products, services and technologies. This function is responsible for security event management including the monitoring, detection and triage of security events and alerts in Security Information Event Monitor (SIEM) and associated monitoring systems. It facilitates the troubleshooting of complex incidents and fulfilment of client change requests for Lumen hosted SASE and SDWAN products. The Lead Security Technician within the EMEA Managed Services NOC is a figurehead and subject matter expert across multiple security platforms and is expected to be a security evangelist within a predominantly network skilled team, leading the team through a technical transformation from supporting traditional network products to cloud-based network and security support (SASE). The role will be involved in assisting with product, technology and transformation development opportunities. The role will also be involved in the training and onboarding of new staff.

The Main Responsibilities

• Being the customer’s technical advocate, and striving to provide a positive customer experience irrespective of expertise, history, or workload
• Collaborating within team and across teams (Specifically Service Desk, Tier III, ETOPS and eTSC) without preconception or assumption, striving only to serve the customer and their team.
• Managing workload and collaborating with their peers on opportunity to assist
• Leading the training and assisting wider NOC staff on new scenarios and situations
• Leading the onboarding and shadowing new team members in wider NOC and PS
• Seeking opportunity to improve the customer experience, and reduce customer effort both on a case by case and wider perspective
• Taking a primary support role in the development and launch of new products and technologies, becoming a Subject Matter Expert where applicable
• Proactively seeking opportunity to promptly resolve complex issues
• Acting as a technical focal point and conduit to Tier III support for the most complex issues
• Continual personal development – technicians are responsible for ensuring their skillsets are updated and adapted in line with technological and industry trends.
• Expected to develop an expert knowledge in a small number of key subject areas, and a broad capability for the key products and services
• Deputising for management as directed and acting as a lead and focal point within the team.

What We Look For in a Candidate

• Security and network industry certifications

• Demonstrated understanding of Denial-of-Service concepts and attack vectors, mitigation options

• Demonstrated understanding of cloud security, SASE, SaaS, Edge Compute, Edge Gateway services.

• Demonstrated proficiency in routing and networking skills

• Knowledge and skills of at least one programming language (python preferred)

• Requires an understanding of IP networking.

• Experience working on Data/IP networks within an operational environment; completing 2nd/3rd level diagnostics across multiple technologies and Vendors.

• Demonstrative experience in Incident Management and Service Operations environments.

• Experience in SDN and SDWAN Technologies specifically Versa software but any knowledge would be advantageous.

Requisition #: 310952 

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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