Position Summary Resolving first, second and third level support problems; 75% of which will be resolved without escalation. Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly. Ensuring the customer and ticket is up to date at all times on incident progress. Maintain, troubleshoot and co-ordinate replacement of faulty hardware. Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager. Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures. Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes. Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate. To provide comprehensive handovers to peers at the end of shift. Attend Daily Operations and Change Review meetings as required. Logging cases to 3rd party vendors requesting assistance on unresolved issues. Minimum Requirements Confident and Professional dealing directly with customers. Outgoing team player with the ability to liaise with other team members and take the lead on decision making. Positive and Pro Active attitude. Working knowledge/understanding of Microsoft products. Troubleshooting basic Server problems. Ability to work under pressure. Supportive and committed team player. Experience of using Ticket Management tools. Escalations are performed within the SLA timescales. Good commutations with customers is required throughout incident lifecycles. Engineering and Senior Management are kept abreast of appropriate escalations. Analytical skills. Have excellent written and verbal communication skills. Be organized and be able to work under pressure. Detailed working knowledge of a range of networking and security technologies, including: Cisco switches and routers Azure networking (vNets, Virtual WAN, HUB, VPN sites etc...) and security (NSG etc…) Lenovo Switches F5 Big-IP load balancers, Kemp LB, Check Point and Endpoint Servers. Sophos Firewalls. Cisco WIFI technology. Good knowledge in Bluecoat Proxy, Meraki Devices RSA Server Management. Able to demonstrate understanding of key networking concepts, including: TCP/IP Layer 2 and layer 3 switching and routing Routing protocols such as BGP, EIGRP and OSPF Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates Load balancing best practices Radius/NPS setup and administration. In-depth troubleshooting and strong analytical skills. Use of packet capturing technologies such as Wireshark and NetScout. Knowledge of platform technologies including Microsoft Windows, DHCP, DNS Unix and/or Linux. Ability to design, implement, and support network and security domain. ITIL accreditation. Should have good experience on IP soft, Netflow and Solarwinds tools. "We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately." Show more Show less

Phishing Email Analysis (SOC) Overview We are seeking a highly skilled Security Analyst with extensive experience in phishing email analysis to join our cybersecurity team. The ideal candidate will have a keen eye for detail, a strong understanding of email security protocols, and the ability to identify and mitigate phishing threats. This role is critical in ensuring the safety and security of our organization's digital communications. Responsibilities Analyze and investigate phishing emails to identify and assess potential threats. Develop and implement strategies to detect and prevent phishing attacks. Collaborate with IT and cybersecurity teams to enhance email security measures. Recommend training sessions for employees on phishing awareness and prevention. Monitor and report on phishing trends and provide actionable insights to improve security posture. Create and maintain documentation related to phishing incidents and response protocols. Stay up-to-date with the latest phishing techniques and cybersecurity threats. Respond to security incidents involving phishing emails and work to mitigate their impact. Qualifications Bachelor's degree in cybersecurity, computer science, or related field. Proven experience in phishing email analysis and threat mitigation. Familiarity with email security tools and technologies, specifically Microsoft Defender for email. Strong analytical and problem-solving skills. Excellent written and verbal communication skills. Ability to work well in a team environment. "We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately" Show more Show less

As a Lumen TMNS Wireless Network Consultant, you will be focused on support and maintenance, you will be responsible for responding to tickets generated from proactive alerts for our managed engagementsMeraki wireless networks in an operation center environment Job Description Provide high-level technical support for configurations, troubleshooting, and service restoration along with an understanding of routing, switching as relates to the wireless technology supported via the Meraki platform Maintain average call, ticket closure, and availability stats based on combined total of peer performance results Manage ticket volumes, new and existing using an understanding of prioritization of ticket severities and customer specific processes and procedures Utilize Meraki dashboard to analyze performance across customers data network and underlying LANs, WANs, and wireless deployments Act as liaison between the customer and Meraki TAC on high-level or escalated support issues Provide direct interface with other Lumen departments in support of the customers network issues and projects Isolation and understanding of network outage causes, and service restorations Demonstrate direct customer interaction through exceptional communication skills, both written & orally Resolves complex network problems involving power, network hardware and software, and modems Uses software and hardware tools to identify and diagnose network status and problems; assists with network equipment installation and maintenance activities; resolves complex trouble tickets Work collaboratively with other internal support groups to identify and resolve issues with other equipment such as Adtran, Juniper, and hosted VOIP services Qualifications 2-5 years wireless experience (1 year must have been in the Meraki platform) 2-5 managed network routing and switching experience (running and interpreting scripts from CISCO routers and switches Cisco CCNA Wireless Certification (preferred) CMNO Certification Required (required and active) "We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately" Show more Show less

Lumen Technologies is a global technology company that delivers innovative communication and network solutions Our mission is to empower businesses and individuals to connect, grow, and thrive in the digital age With a focus on customer experience and operational excellence, we strive to provide cutting-edge solutions that meet the evolving needs of our customers We're looking for a Senior Data Analyst with a strong foundation in Azure-based data engineering and Machine Learning to design, develop, and optimize robust data pipelines, applications, and analytics infrastructure This role demands deep technical expertise, cross-functional collaboration, and the ability to align data solutions with dynamic business needs Key Responsibilities Data Pipeline Development: Design and implement efficient data pipelines using Azure Databricks with PySpark to transform and process large datasets Optimize data workflows for scalability, reliability, and performance Application Integration Collaborate with cross-functional teams to develop APIs using the dot net Framework for Azure Web Application integration Ensure smooth data exchange between applications and downstream systems Data Warehousing And Analytics Build and manage data warehousing solutions using Synapse Analytics and Azure Data Factory (ADF) Develop and maintain reusable and scalable data models to support business intelligence needs Automation And Orchestration Utilize Azure Logic Apps, Function Apps, and Azure DevOps to automate workflows and streamline deployments Implement CI/CD pipelines for efficient code deployment and testing Infrastructure Management Oversee Azure infrastructure management and maintenance, ensuring a secure and optimized environment Provide support for performance tuning and capacity planning Business Alignment Gain a deep understanding of AMO data sources and their business implications Work closely with stakeholders to provide customized solutions aligning with business needs BAU Support Monitor and support data engineering workflows and application functionality in BAU mode Troubleshoot and resolve production issues promptly to ensure business continuity Technical Expertise Proficiency in Microsoft SQL for complex data queries and database management Advanced knowledge of Azure Databricks and PySpark for data engineering and ETL processes Experience with Azure Data Factory (ADF) for orchestrating data workflows Expertise in Azure Synapse Analytics for data integration and analytics Proficiency in dot net Framework for API development and integration Cloud And DevOps Skills Strong experience in Azure Infrastructure Management and optimization Hands-on knowledge of Azure Logic Apps, Function Apps, and Azure DevOps for CI/CD automation "We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately " Show more Show less

About Lumen Technologies Lumen Technologies is a global technology company that delivers innovative communication and network solutions Our mission is to empower businesses and individuals to connect, grow, and thrive in the digital age With a focus on customer experience and operational excellence, we strive to provide cutting-edge solutions that meet the evolving needs of our customers The Role: To support planning, grooming & service delivery activities relating to the Lumen APAC, Transport and IP Network by applying engineering and network principles, theories, concepts and technologies The Main Responsibilities Works most phases of the service delivery and planning process including order creation, inventory management, ordering with off-net vendors, scheduling, and records management Analyzes capacity, design, and diversity issues by applying documented processes and guidelines Exercise some latitude in decision-making under consultative direction toward predetermined long-range targets Work moderate to complex projects with cross-functional teams Seek or provide guidance as necessary to gain support and develop cross-functional expertise Can manage multiple complex assignments simultaneously, on schedule and within budget Works with project management, supporting teams and leadership to define intervals for complex projects and BAU activities Demonstrates critical thinking, complex analysis, and solution development under the guidelines of standard practices and policies, while applying judgment to optimize solutions Interfaces with cross functional teams to deliver ?Customer First? requirements with the operational teams including Service Delivery, Complex Offnet Quoting Group, Field Operations and Customer Support Organization Ability to resolve day-to-day problems on multiple moderately complex engineering assignments on schedule and within budget following standard practices, broad application of engineering and network principles, theories, concepts and related technology while complying with defined policies, guidelines and standards Must be a strong team player, passionate about sharing information and knowledge with peers and management Actively promote cross functional collaboration What We Look For In a Candidate Education: Bachelors degree or equivalent education and experience Basic understanding of access architecture, market analysis and telecom industry Essential: Telecom knowledge with just basics on Layer 1, Layer 2 & Layer 3 Technologies Excellent analytical and problem-solving skills Self-Driven with exceptional organizational, prioritization, and communications skills Ability to work effectively across borders and cultures with CCMs, Vendors/LECs and project stakeholders Detail oriented with an intense focus on quality Strong computer skills with emphasis on Microsoft Excel, PowerPoint, Access and PowerBI We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately Show more Show less

Main Responsibilities Develop applications within CI/CD pipelines to automate the building and deployment of complex software solutions Develop complex, mission-critical automated solutions to support the Managed Hosting and Managed Networks Services Perform event resolution automation, including correlating and categorizing alarms, running remediation or information gathering scripts, creating tickets, and capturing various metrics for reporting Writing reusable, testable, and efficient code, designing and implementing low-latency, high-availability, and performant applications, and integrating user-facing elements developed by light front-end developers with a heavy focus on backend logic Implement security and data protection across all code bases while integrating with appropriate/performant data storage solutions Work with IT and operations staff to determine automation opportunities and integration points within IT systems, including ticketing, billing, event management, change management, and orchestration Analyze and negotiate with engineers and management to implement new application features for our products and translate requirements into actionable requirements Update wikis, spreadsheets, tickets, user-focused documentation, code documentation, etc- Perform peer review of code and update and maintain application platforms Participate in all aspects of sprint planning to determine and execute development activities This includes sprint planning, story pointing, sprint story assignments, story refinement, daily scrums, and sprint retrospectives Participate in emergency calls, reacting to and resolving outages affecting production automation activities where required Primary Skills Linux, Python, JavaScript, PowerShell, BASH or equivalent, OpenSSH, YAML, TypeScript, Postgres DB, Reddis, Temporal, ServiceNow Flow-Designer Designing full-stack web applications and integrations (Open API, REST, SOAP, RPC, web sockets, HTTPS, Kafka, RabbitMQ, and Temporal ) Proven experience standardizing DevOps pipelines (Junit, Postman, Jenkins, SonarQube, GitHub, Swagger/Hub, CoPilot, ELK) Containerized solutions (eg Docker Swarm/K8, OpenShift) Proven experience designing and driving the subsequent delivery of infrastructure and processes that drive and house enterprise-scale DevOps delivery A proven track record of taking manual activities and streamlining their implementation via automated techniques in a large-scale operational environment, executed in alignment with established Incident and Change Management processes examples are mandatory Documentation skills for all audiences (Design Documents, Logic Flows, Data Modeling, Project Plans, Support Documents Accomplished at building strong interpersonal relationships and positive customer experience Desirable Skills TCP/IP, Network Routing Protocols CiscoIOS, JunOS, Fortinet are a plus Windows Server OS, Linux OS Postgres 14, Mongo 4, OpenShift 4, Vuejs 3, Reactjs 16, Python 3 9 Perl 5, vSphere 7, Ansible/AWX, Temporal Cloud experience a plus (Microsoft Azure, Amazon AWS) ITSM platforms such as ServiceNow/San Diego and Toyko TDD/ BDD, Agile Scrum, LEAN "We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately" Show more Show less

About Lumen Technologies Lumen Technologies is a global technology company that delivers innovative communication and network solutions Our mission is to empower businesses and individuals to connect, grow, and thrive in the digital age With a focus on customer experience and operational excellence, we strive to provide cutting-edge solutions that meet the evolving needs of our customers Requirements: knowledge of VOIP switches/routing of wireless and wireline networks, ability to use LEC web tools Understand all ASR ordering requirements Able to translate transport requests into ASR submissions Description Proficient in Basic Telecom concepts Good knowledge of POI architecture, building, and voice traffic planning Good knowledge of vendor orders ASR writings and Design Responsible for Various work functions in support of the network provisioning team Designing and augmenting DS1 circuitry for existing or new POI connectivity and coordinating circuit installation between the vendor and operation teams Managing the order process, which includes tracking, validating engineering, documenting, and publishing daily reports Maintain circuit inventory in XNG Client/Granite database Issue ASRs to LEC using LEC web tools Processes all ASRs, provides FOCs and DLRs and completes the ASR process Ability to analyze and understand the issue to provide timely feedback or solutions Good Communication Skills: Liaising with clients to determine the projects objectives Ability to communicate with various stakeholders and drive the project to completion Microsoft Skills: Excel with Pivot tables, Formulas, and VBA Coding Good to have: Additional skills in automation for regular jobs Shifts: 5-30 PM to 2-30AM We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately Show more Show less

The Role The Category Manager oversees the sourcing, negotiation, and contracting of services and products at Lumen The Category Manager is responsible for developing and implementing procurement strategies that align with the business objectives and optimize the value and performance of the suppliers This position monitors market trends, analyzes spend data, identifies risks and opportunities, promotes diversity and sustainability, and manages critical supplier relationships and performance The Main Responsibilities Category analysis & monitoring Conduct internal & external analysis of category (e g-, spend at sub-category, supplier & BU level; market conditions with supply/demand, should-cost modeling) coordinate with internal Reporting & Analytics to leverage off-the-shelf analytics Track changes in supplier landscape, market dynamics, & innovation opportunities within category Ensure category spend across all business segements is represented, including but not limited to Public Sector and Resale Prepare content for and lead stragey conversations with VP level and above Category strategy & planning Incorporate findings from analyses into annual category strategy plan, in addition to business unit goals & budget targets Identify and pursue levers to drive savings via RFPs, negotiations, demand management, value engineering, etc- Contracting Manage contracts and assist with ?handing off? tactical contracts to Contracting Excellence team Utilize pre-approved supplier contracts based on spend threshold / risk with standardized legal terms RFX strategy & planning Develop RFX strategy within category to drive savings Manage high-complexity RFX events, work with the RFX Execution team to handle tactical execution Stakeholder relationship management Use ?seat at the tablewith the business to align on strategic agenda & understand upcoming needs Establish defined calendar for key meetings to track progress / drive issue resolution in category (e g-, part of staff meetings, conduct monthly / quarterly planning sessions, engage cross-functional team on budget targets) Supplier relationship management Own relationships as primary point of contact for suppliers inside your category, including orchestrating interactions & preparing with business stakeholders on supplier communications beforehand (e g-, annual target setting, QBRs on performance & SLAs, joint initiative pursuits) Manage/monitor supplier performance on a regular basis; provides constructive feedback to the supplier for continuous improvement Identify strategic suppliers & tier into segments based on spend, business criticality, and market dynamics that need to be tracked closely by procurement Identify situations where Lumen has limited suppliers in a key category, or has multiple suppliers that are impacted by the same risk factors, and identify alternatives What We Look For In a Candidate Bachelor's degree and or relevant experience Minimum 5 plus years of related experience Demonstrated exceptional interpersonal and communications skills useful for managing senior level internal relationships, and complex suppliers Experience overseeing supplier relationships for an assigned set of products and/or services including regular supplier performance reviews and discussions Proven background in negotiating high complexity, and high dollar contract negotiations in a fast paced environment Ability to work independently and in a team environment; self-motivated; strong analytical and problem-solving skills; ability to process large amounts of often complex data; detail oriented Intermediate professional experience in reviewing contract terms Strong to expert knowledge of procurement systems such as SAP and Ariba Excellent time management and organizational skills Experience working in a fast-paced, high visibility environment with frequently shifting priorities Advanced Microsoft Office skills, intermediate to advanced Excel We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately Show more Show less

We are looking for driven Project Manager's, Analysts & Content Designers to join this team This is a highly visible role that requires engagement with cross-functional leaders up to VP level that are both in India and the US Jd Proven experience creating & delivering concise yet complete messaging & reports for senior leaders 5+ years experience converting ?transactional / operational data? like telecom circuit counts, slas, trouble tickets, loe hours to ?stories? using creative PowerPoint slides Extensive Project Management / Leadership experience engaging multiple cross-functional leaders & smes to collect data points that feed a common summary Familiarity with fundamentals of a balance sheet including operating expenses, capital expenses, network expenses, revenue enabled, ebitda etc- Experience working for / with a telecom company is a plus Power bi / data analytics experience is a plus "We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately " Show more Show less

We are looking for driven Project Manager's, Analysts & Content Designers to join this team This is a highly visible role that requires engagement with cross-functional leaders up to VP level that are both in India and the US Proven experience creating & delivering concise yet complete messaging & reports for senior leaders 5+ years experience converting ?transactional / operational data? like telecom circuit counts, slas, trouble tickets, loe hours to ?stories? using creative PowerPoint slides Extensive Project Management / Leadership experience engaging multiple cross-functional leaders & smes to collect data points that feed a common summary Familiarity with fundamentals of a balance sheet including operating expenses, capital expenses, network expenses, revenue enabled, ebitda etc- Experience working for / with a telecom company is a plus Power bi / data analytics experience is a plus "We are an equal opportunity employer committed to fair and ethical hiring practices We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately " Show more Show less

About Lumen Technologies Lumen Technologies is a global technology company that delivers innovative communication and network solutions. Our mission is to empower businesses and individuals to connect, grow, and thrive in the digital age. With a focus on customer experience and operational excellence, we strive to provide cutting-edge solutions that meet the evolving needs of our customers. Job Details Location: Bangalore Work Mode: Work from Office Experience Required: 8-12 years Key Responsibilities Provide strategic and tactical direction for Customer Operations, including hands-on guidance for day-to-day management of employees and Supervisors Drive accountability for assigned metrics attainment within your designated unit Make critical day-to-day operational decisions, strategic employee decisions, and manage customer service impacts while delivering defined outcomes Meet/exceed overall attainment goals including objectives in sales, service, and quality Directly oversee performance outcomes of Associates and Supervisors Prepare timely sales, headcount, and performance reporting Administer performance management processes to ensure team excellence Monitor, evaluate and review daily performance metrics, taking proactive action and developing effective intervention plans Handle issues affecting the overall performance of the Customer Service Centre Prepare and provide ad-hoc reporting as needed Assist in the selection and training of new employees Qualifications 8+ years of experience from Tier1 companies (preferably with international experience in UK/US/Australia markets) Minimum 3 years of documented experience in people management roles Strong knowledge and understanding of Contact Centre environments and telecom industry Experience with staffing models and performance evaluation systems Strong interpersonal skills for effective team communication and support Highly proficient with Windows-based computer skills, Microsoft Suite, Customer Contact Software Tools Work Schedule Must be flexible to work various shifts, including weekends, evenings, and holidays as necessary "We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately."

The Role We are looking for a driven Lead Consultant -Transformation to join our team. This is a highly visible role that requires engagement with cross-functional leaders up to VP level that are both in India and the USA to support the mission of building a bridge between Enterprise Ops USA and India. The Main Responsibilities "Internal Consultant" to drive transformation, strategy & engagement for the Lumen Enterprise Operations, India organization Analyze & Identify trends / patterns in functional reports and feed into broader transformation strategy Create an Engagement Center to drive clarity, transparency & engagement for US leaders with India team Conceptualize, put on paper, and enable a surveillance structure that tracks Objectives & Business Results for broader organization Organize the strategy to represent & maximize the team's capabilities and drive efficiencies across the organization. What We Look For In a Candidate Undergraduate degree, Master's degree or equivalent degree preferred. 5+ years of relevant experience in driving strategy and transformation, Trend/Pattern Analysis. Should have 3 + years of experience in Defining an engagement approach with Directors and Srnior leaders. Expert level understanding to propose options to enable comparison using key business goals. Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels. Strong ability to build relationships and establish credibility with executives and stakeholders Ability to drive strategic initiatives and deliver results in a fast-paced environment. Bonus Points Telecom Industry Experience Financial Modeling Expertise Direct Involvement in a Transformation Office "We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately."

Lumen Technologies is a global technology company that delivers innovative communication and network solutions, aiming to empower businesses and individuals to connect, grow, and thrive in the digital age. With a strong focus on customer experience and operational excellence, we are committed to providing cutting-edge solutions that cater to the evolving needs of our customers. As the Customer Operations Director based in Bangalore, you will be responsible for providing strategic and tactical direction for the Customer Operations team. This includes offering hands-on guidance for the day-to-day management of employees and Supervisors, driving accountability for assigned metrics, and making critical operational and employee decisions to ensure customer service impacts are effectively managed while delivering defined outcomes. Your role will also involve overseeing the performance outcomes of Associates and Supervisors, preparing timely reports, administering performance management processes, and handling issues affecting the overall performance of the Customer Service Centre. To qualify for this position, you should have at least 8 years of experience from Tier1 companies, preferably with international exposure in UK/US/Australia markets. Additionally, a minimum of 3 years of documented experience in people management roles is required. A strong knowledge and understanding of Contact Centre environments and the telecom industry, along with experience in staffing models and performance evaluation systems, are essential. Excellent interpersonal skills for effective team communication and support, as well as proficiency in Windows-based computer skills, Microsoft Suite, and Customer Contact Software Tools, are also critical for success in this role. The successful candidate must be flexible to work various shifts, including weekends, evenings, and holidays as necessary to meet the demands of the role.,