Lumen: Lead Technical Account Manager – Us Work From Home

**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 Lumen Technical Account Manager (TAM) is an advocate and trusted technology advisor providing customers with guidance and management over their managed hosting, public and private cloud, and remote infrastructure environments. Through building strong customer relationships, the TAM will gain an understanding of their customer’s operational needs and ensure managed services align with meeting those needs. Providing operational governance over their customer’s environment and services, the TAM 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. This individual must have strong leadership skills and be able to influence and work effectively with cross functional teams.**The Main Responsibilities**Acquire an intimate understanding of customer’s managed hosting and/or cloud environment and the internal or partner services providing supportComplete analyses and present weekly reviews of operational performance to customerIdentify opportunities for process improvement to address operational inefficiencies through metrics and reportingManages all customer changes communicates changes to the customer, and ensures changes are properly documented for ongoing supportDocument and maintain customer support informationSet priorities and drive operational engineering teams to deliver support and project services within defined SLA/SLO targetsTroubleshoot technical issues with engineering teams and drive issue escalation within partner service support teams if necessaryMaintain and improve customer satisfaction ratings24x7 availability or on-call rotation for Priority 1 services disruptions**What We Look For in a Candidate**Previous hands on expert level experience with one or more of the following Cloud and Web technologies as well as strong conceptual understanding of the remaining technologies:Public Cloud: AWS, Azure, GoogleWebsphere, WebLogic, Jboss, Tomcat, PHP, IHS, IIS, Apache, .NetNetworking, Routing, Load Balancers, Security, Firewalls (Cisco, Juniper)Database Administration: Oracle, MS SQLOS Administration (Linux/Windows)Virtualization Platform (VMware)Strong oral and written communication skillsArchitect level experience with AWS, Azure, or Google Cloud service offeringsComprehensive and working knowledge of data center architecture and associated technologies: Network Circuits, Load Balancing, Security, Compute and OS, Web Applications, and Database (MS SQL, MYSQL, Oracle).Strong with troubleshooting and data analysisPrevious technical project management experienceProven ability to adapt to new technologies and learn quicklyMatrix management experience with operational engineering teams5+ Years of experience in a customer facing role with demonstrated presentation skills5+ Years of experience working directly with Enterprise customersCustomer focused, sense of accountability, ownership, and ambitionDesired SkillsCertifications for AWS (minimum of Solutions Architect – Associate) or Azure (MCSA Cloud Platform)Previous leadership experience in the IT industryUnderstanding of PMP principles and practicesITIL Foundations certifiedEducation and ExperienceBachelor’s degree or equivalent education with 8+ years of experience in Information Technology and Services.**What to Expect Next**Requisition #: 255091**EEO Statement**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, 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.**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.**Salary Range****Salary Min :**85230**Salary Max :**189360This 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.This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.Lumen.Com/global/en/compensation-information) We’re able to answer any additional questions you may have as you move through the selection process.As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.Com)Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.**Salary Range****Salary Min :**85230**Salary Max :**189360This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.