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Technical Service Manager I - CDN

Location: Broomfield
Posted on: September 14, 2017

Job Description:

Summary Primary customer technical liaison and consultant to assigned customers for a broad range of complex needs. Acts as the customer---s advocate, and drives ongoing post-sale service quality and improvement which includes post-sale technical support for on-boarding. May also support pre-sales efforts for high profile customers.
Knowledge, Skills or Abilities

  • 5 years experience in telecommunications support, maintenance and accountability.
  • Proficient level of understanding of the content distribution capabilities from end to end
  • Knowledge of Caching, Streaming, Storage, DNS and Security
  • Proficient understanding of TCP/IP, DNS, Linux Command Line and Web Delivery
  • Proficient Linux skills
  • Good analytical and problem solving skills
  • Basic knowledge of lower layer technologies including; IP, Ethernet, SONET/SDH
  • Must be willing to work on call via pager and/or cell phone, including weekends and holidays#AF1 Essential Duties
  • Provides post-sales technical support to assigned customers utilizing available quality of service tools. Demonstrates full technical knowledge of customer---s business and related communication needs by advising the internal company team and customer technical staff as appropriate on enhancements, modifications and/or options in CDN.
  • Creates, produces, and distributes performance management reports as appropriate. Creates and drives service improvement plans. Provides technical guidance regarding preparation of, review, and presentation of service metrics and service improvement reports.
  • Provides ongoing post-implementation technical support across service delivery, service management and billing operations. Identifies and drives process improvements where necessary.
  • Reviews global change requests (Change Management) for customer impact and communicates change activities to key customers.
  • Reviews and prepares reason for outage (RFO) documentation, tracks action items, and ensures continuous service improvement for client services. Analyzes customer---s trouble ticket history, identifies trends, implements service improvement plans to drive down mean time to restore (MTTR) and chronic or repeat troubles. Develops long-term strategy, based on knowledge of customer---s current network, equipment and business, of how the company's services can competitively meet customer---s needs.
  • Provides an enhanced escalation point into the appropriate management functional areas to ensure timely resolution and proactive communication of service issues. Detailed knowledge of the company's network. Recommends and handles network optimization for existing customer services. Tracks network change management events to understand impact to customer's existing services.
  • Provides request for proposal (RFP) technical support where necessary.
  • Support network ready testing activities and migrating customers to new technologies.

    Basic Qualifications Minimum skills required to perform in this role. Education Qualifications: Bachelor's Degree or 5 plus years of relevant job experience. Relevant job experience is described as:
  • Job experience in similar industry
  • Job experience with similar essential duties Physical Requirements:
  • Office --- Sits 5 to 7 hours per day; Bend, reach, stoop and crouch; lift 10 lbs.
    Preferred Education, Skills and Experience
    Education and Experience
  • Experience:----5+ yrs
  • Education Level:----Bachelor's Degree
  • Field Of Study:----Engineering, Telecommunications, or other relative technological field
  • Attention to detail with good organizational capabilities.
  • Ability to prioritize with good time management skills.

    About Level 3
    Level 3 (LVLT) provides global communication services that strengthen the growth, efficiency and security of enterprise, government and carrier customers around the world today, Level 3 serves customers in more than 500 markets, spanning three continents and more than 60 countries.
    Level 3 Connecting and protecting the networked world

    To learn more go to Level3.com

    Keywords: , Denver, Technical Service Manager I - CDN, Executive, Broomfield, Colorado

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