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About Lumen
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. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.
The Role
Incident managers work to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible. They also report major system issues to upper management.
Location
This position is fully remote in the US.
The Main Responsibilities
• Utilizing technology to issue all communications and providing key stakeholder management.
• Conducting, driving, facilitating, and chairing all investigation activities, meetings, and conference calls.
• Establishing collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.
• Coordinating the matrix management of people, processes, and resources including third parties – including resolving conflict to move forward to resolution.
• Ensuring accountability for resolving the outage via a workaround or permanent fix.
• Maintaining all administration and reports, ensuring they are up to date, including contact information, technical diagrams, post major incident reviews.
• Fostering and nurturing process improvements and knowledge base enhancements, while continually maintaining and developing tools and resources to manage major incidents effectively.
What We Look For in a Candidate
Required Qualifications:
• Preferred bachelor’s degree in information technology or a related field, or equivalent experience.
• At least 5 years experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and Service Now.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills.
Preferred Qualifications:
• Excellent organizational skills, overseeing several teams at once, each with their own set of duties.
• Ability to handle and perform in stressful situations.
• Proficiency in Microsoft applications such as Word, PowerPoint, and Excel.
Compensation
The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.
Location Based Pay Ranges
$63980 – $85300 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$67340 – $89780 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$70710 – $94270 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$74070 – $98760 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.
As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
Requisition #: 334142
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
Salary Range
Salary Min :
63980
Salary Max :
98760
This 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.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, please report them to us immediately as they are not authorized by our company and may be fraudulent.
Application Deadline
08/06/2024
