Job Description

**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 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** 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 role is designated as a fully remote position within the United States. **The Main Responsibilities** The Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities include, but not limited to the following: + Leveraging technology to issue all communications and providing key stakeholder management. + Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. + Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. + Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution. + Being accountable for resolving the outage via workaround or permanent fix. + Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews. + Supporting and nurturing process improvements and knowledge base improvements. + Continually maintaining and developing tools and resources to manage major incidents effectively. + Providing periodic major incident metrics reports. **What We Look For in a Candidate** + Bachelor's degree in Information Technology or a related field, or equivalent experience. + At least five years' experience working in IT service management, or a similar role. + Strong knowledge of IT service management software, including ITIL and ServiceNow. + 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. + Overnight shift - 7 PM -7 AM MT, Thursday - Saturday, and every other Wednesday. **Compensation** 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. Location Based Pay Ranges: $82,969 - $110,625 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $87,117 - $116,156 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $91,266 - $121,688 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. \#LI-VK1 Learn more about Lumen's: + Benefits ( + Bonus Structure Requisition #: 338888 **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. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. 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, they are not for employment with us, but may relate to another company with a similar name. **Application Deadline** 07/18/2025

Job Tags

Permanent employment, Temporary work, Remote work, Night shift, Saturday,

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