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CenturyLink Senior Operations Service Manager (CDN, Japanese Speaking) in SINGAPORE, Singapore

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

The CenturyLink Senior Operations Service Manager is an advocate and trusted advisor providing customers with guidance and management over their Network solutions; particularly in the area of CDN. Through building a strong customer relationship, this person will gain an understanding of their customer’s operational needs and ensure that services are meeting those needs. Providing technical operational governance over their customer’s environment, this person manages incidents to resolution, follows up with root cause analysis through problem management, corrective action plan development, and is responsible for remediating, documenting, and implementing processes that create efficiency and deliver exceptional experiences to their customers.

Job Description

  • Demonstrates full technical knowledge of customer’s business and related communication needs by advising on enhancements, modifications and/or options in CDN

  • Creates, produces, and distributes performance management reports as required

  • Creates and drives service improvement plans

  • Provides technical guidance regarding preparation of, review and presentation of service metrics

  • Provides ongoing post-implementation technical support across service delivery, service management and billing operations. Identifies and drives process improvements where necessary

  • Reviews global change requests (Change Management) for customer impact and communicates change activities to key customers

  • Reviews and prepares reason for outage (RFO) documentation, tracks action items, and ensures continuous service improvement for client services

  • Analyzes customer’s trouble ticket history, identifies trends, implements service improvement plans to drive down mean time to restore (MTTR) and chronic or repeat troubles

  • Develops long-term strategy, based on knowledge of customer’s current network, equipment and business, of how the company's services can competitively meet customer’s needs

  • Provides an enhanced escalation point into the appropriate management functional areas to ensure timely resolution and proactive communication of service issues

  • Recommends and handles network optimization for existing customer services

  • Tracks network change management events, understand impact to customer's existing services

  • Support network ready testing activities and migrating customers to new technologies

Qualifications

  • Degree in Computer Science with 5 - 6 years’ experience in telecommunication support, maintenance and accountability

  • Experience in service management and service delivery concepts and applying them effectively to account management and customer support

  • Proficient level of understanding of Content Distribution capabilities (i.e. CDN) from end to end

  • Knowledge of Caching, Streaming, Storage, DNS, Security, TCP/IP., Web Delivery

  • Strong consulting ability to advise on network optimization; Strong communication skills, customer focus

  • Experience in working with/in large network organization /Telecommunications providers

  • Understanding of PMP principles and practices

  • Knowledge of Hosting and Cloud technologies

  • ITIL Foundations certified

  • Proficinet in English & Japanese language (spoken / written)

Education

Bachelors or Equivalent in Computer Science or Information Systems

Requisition #: 216070

EEO Statement

No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

Disclaimer

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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