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

The Role
Our Offnet Delivery Team is seeking a Provisioning Technician with skills in coordinating with various APAC LEC(Local Exchange Carrier) to deliver offnet network services including MPLS, IPVPN, DIA, SD-WAN, Wavelengths, Ethernet and CPE configuration to our customers.
Our Provisioning Technician II position will give you as a customer service and technology professional the next step in growing your career with an industry leader. You'll have assigned orders and will manage all interactions with Carriers and internal team till completion. Additionally, you will serve as the expert on order issues and escalations to ensure excellence in service and customer satisfaction.

The Main Responsibilities
The Main Responsibilities

• Verifies network orders by ensuring all relevant information is complete and accurate prior to issuing an Access Service Request (ASR) to 3rd party carriers/vendors.
• Coordinate with internal cross-region, cross functional team to clarify requirements.
• Issues and manages orders to 3rd Party carriers. This includes placing network order to offnet LEC(Local Exchange Carrier) and cross-connect orders to Data Centers/POP.
• Follows up on all pending off-net orders to ensure receipt of FOC(Firm Order Commit Date) from the vendor and ensuring timely and accurate delivery of service.
• Owns and resolves all issues or related activities of your assigned orders.
• Drives vendor escalations to carrier’s first & second level contacts.
• Updates system to ensure latest order status is accurately reflected in the orders systems.
• Support CCM(Customer Care Manager) on complex installs & status. Work closely with CCM to deliver services to customer.
• Participate or host weekly/ad-hoc vendor calls to bring up high priority and escalation orders for vendor attention, follow-up & improvement.
• Decommission of offnet network services following the defined process and guideline.
• Proactive in identifying and suggesting process improvements to increase service delivery efficiency, handover times and customer satisfaction

What We Look For in a Candidate

• At least 2 years telecommunications or related provisioning experience.
• Network provisioning experience with LEC(Local Exchange Carriers) & Data Centre.
• Ability to ad to multiple processes and achieve a high degree of accuracy.
• Adapts and thrives in a fast-paced environment.
• Ability to manage multiple orders and systems.
• Ability to facilitate issues to resolution.
• Effective in escalations/urgent-related matters.
• Good verbal, written & interpersonal communication skills
• Team oriented, able to work well with others in a professional environment
• Ability to manage personal workloads in an efficient and organized manner
• Knowledge of transport networks – Fiber, Ethernet and MPLS is preferred
• Experienced in delivering services to clients ensuring Client satisfaction.

Requisition #: 303874
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.