Senior Director, Transport Network Operations Center

Lumen Senior Director, Transport Network Operations Center Helena, Montana Apply Now

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Sr Director, Transport Network Operations Center (NOC) is responsible for leading and managing the Transport NOC team, ensuring the availability, performance, and security of the network infrastructure, and overseeing the resolution of network incidents and problems. The Sr Director of Transport NOC also collaborates with other leaders and stakeholders to align operations and processes with business goals and objectives.

The Main Responsibilities

1. Accountable to identify, triage and resolve customer network trouble situations providing 7x24x365 support in the following areas.
2. Surveillance and Fault Management - All national transport, and international network footprints.
3. Technical resolution coordination across multiple groups including Field Operations, Network Implementation, Enterprise Repair, Events Management, and offnet partners and providers.
4. Plan, implement and assist with activities including network additions, moves, changes, and/or maintenance activities.
5. Performance – utilize data and analytics to identify, prioritize and resolve degraded optical performance issues.
6. Lead and manage the Transport NOC team, including hiring, training, coaching, and performance evaluation.
7. Define and implement NOC procedures, standards, and best practices.
8. Monitor and report on the network availability, performance metrics and SLAs.
9. Participate and optimize problem management practices to reduce future incidents.
10. Manage the network change and configuration management processes, ensuring compliance and minimal disruption.
11. Plan and execute the network maintenance, upgrade, and expansion projects, ensuring alignment with the network architecture and design.
12. Drive modernization and advancement of NOC capabilities including automation, fault prediction, and utilization of AI / ML to better serve customers.

What We Look For in a Candidate

1. Bachelor's degree in Computer Science, Engineering, or related field.
2. At least 10 years of experience in network operations, engineering, or administration.
3. At least 5 years of experience in leading and managing network operations teams, with a focus on coaching and mentoring to effectively manage team and individual performance.
4. Expert knowledge of optical technologies and equipment, Transmission (PL), SONET technology, SDH, DWDM, T1, T3, etc.
5. Strong skills in network troubleshooting, analysis, and optimization.
6. Demonstrates clear communication about the importance of the customer, fosters urgency toward customer needs, aligns business processes with customer requirements, and builds and maintains effective partnerships to strengthen relationships.
7. Ability to build respectful relationships across the organization and with external partners and customers to achieve a common goal.
8. Experience modernizing network operations through automation and use of AI/ML models.
9. Experience working with data scientists and using big data, ML and AI models to optimize network and service performance for customers.
10. Ability to act with a sense of urgency and consistently demonstrate leadership and a high level of engagement and performance with supervisors and team members.
11. Awareness of and ability to appropriately communicate and manage escalations relative to core network jeopardy situations, outages, and impacts to customer service.
12. Ability to perform under emergency conditions manages competing tasks simultaneously, possibly with frequent interruptions.