at Lumen in Dover, Delaware, United States

Job Description

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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Responsible for supporting the Enterprise Operations problem management initiatives and the executive customer escalation process.

The Main Responsibilities

+ Collaborate with cross-functional teams to prioritize and expedite the resolution of escalated issues to meet executive-level expectations.

+ Lead and facilitate problem management activities, including identifying recurring incidents and potential problems.

+ Advocate for a culture of continuous improvement in problem-solving and incident prevention.

+ Conduct thorough root cause analyses for escalated and high-impact issues, aiming to prevent their recurrence.

+ Develop comprehensive action plans and solutions to address identified root causes, considering cost, risk, and resource availability.

+ Collect and analyze data related to escalated incidents and problems, identifying trends, patterns, and potential correlations.

+ Utilize data-driven insights to support problem investigations and prioritize areas for improvement.

+ Communicate the impact of implemented solutions and the expected benefits to executive leadership.

+ Collaborate closely with cross-functional teams, including technical experts, support teams, and senior management, to ensure alignment in addressing escalated issues.

+ Maintain comprehensive records of escalated issues, investigations, findings, and resolutions.

+ Contribute to the organization’s knowledge base by documenting known issues, their root causes, and effective solutions.

+ Identify opportunities to enhance problem management processes and procedures based on lessons learned from executive escalations.

+ Establish and follow established escalation protocols, ensuring that executive escalations are handled according to organizational guidelines and policies.

+ Define and track key performance indicators (KPIs) related to executive escalations and problem management, providing regular reports to executive leadership.

+ Use data and metrics to drive decision-making and demonstrate improvements in issue resolution and prevention.

What We Look For in a Candidate

+ Bachelor’s degree or equivalent education and relevant experience required.

+ 2+ years experience within problem management, root cause analysis and change management

+ Knowledge of ITIL, Kepner Trego and Lean management is an asset

+ Six Sigma Yellow belt is required, green/black belt is an asset

+ 2+ years of experience in analytics, process measures and report writing.

+ Track record of providing escalations support to large enterprise customers

+ Excellent communication skills written, verbal, and presentation skills.

+ Ability to multitask by working in a face paced, constantly changing environment.

+ Ability to efficiently utilize MS Office Suite of Applications specially Word, Excel and PowerPoint.

+ Proven track record of achieving professional goals successfully.


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

$63,980 – $79,973 in these states: AR ID KY LA ME MS NE SC SD

$67,340 – $84,173 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY

$70,710 – $88,380 in these states: CO HI MI MN NC NH NV OR RI

$74,070 – $92,588 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA 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 #: 331619

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page ( . Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

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.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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 :


Salary Max :


This 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. ( 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. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

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Job Posting: JC250752268

Posted On: Nov 05, 2023

Updated On: Jan 27, 2024

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