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

Location (Country):

City/Work Location: Singapore / Tai Seng Center

Reporting to: Director, Content Delivery Services

The Role (Position Objective/ Summary):

The Lead Operations Service Manager is an advocate and trusted advisor providing customers with guidance and management over their Content Delivery Solution. Through building a strong customer relationship, he/she will gain an understanding of their customer’s operational needs and ensure that services are meeting those needs. Providing technical operational governance over their customer’s environment, the person will manage incidents to resolution, follows up with root cause analysis through problem management, corrective action plan development, and is responsible for remediating, documenting, and implementing processes that create efficiency and deliver exceptional experiences to their customers.

The Main Responsibilities

The Main Responsibilities:

• Demonstrates full technical knowledge of customer’s business and related communication needs by advising on enhancements, modifications and/or options in CDN• Creates, produces, and distributes performance management reports as required• Proactively identifies areas of process and design improvement within CDN/Mesh and contacts impacted departments to recommend potential solutions.• Provides technical guidance regarding preparation of, review and presentation of service metrics• Provides ongoing post-implementation technical support across service delivery, service management and billing operations. Identifies and drives process improvements where necessary• Designs technical solutions that meet the customers' business objectives by mapping to Lumen products. Clarifies ambiguous requirements with sales or clients, ensuring the solution resolves underlying client issues. Provides guidance and alternatives to customer’s requirements.• Coordinates customer implementation with service delivery organization and provides design clarifications. Interfaces directly with customer.• Provides an enhanced escalation point into the appropriate management functional areas to ensure timely resolution and proactive communication of service issues• Support network ready testing activities and migrating customers to new technologies• Provides request for proposal (RFP) technical support where necessary.• 24x7 on-call rotation for Priority 1 services disruptions

What We Look For in a Candidate

• 8 years’ experience in CDN customer facing support, maintenance, and accountability• Strong communication skills, customer focus, sense of accountability, ownership, and drive• Demonstrated ability to adapt to new technologies and learn quickly• 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


• Degree in Computer Science with 8 years of experience• Experience in service management and service delivery concepts and applying them effectively to account management and customer support• Highly organized and able to change focus and reassess priorities quickly.• Experience in working with/in large network organizations/Telecommunications providers • Understanding of PMP principles and practices is an advantage• Knowledge of Hosting and Cloud technologies is an advantage• Strong written and spoken English skills, Mandarin would be an advantage

What to Expect Next

Requisition #: 238571

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.


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.


Lumen is an enterprise technology platform that enables companies to capitalize on emerging applications and power the 4th Industrial Revolution (4IR). This revolution is redefining how we live and work, creating an unprecedented need for an advanced application delivery architecture—designed specifically to handle the complex and data-intensive workloads of next-gen technology and businesses.


We integrate network assets, cloud connectivity, security solutions and voice and collaboration tools into one platform that enables businesses to leverage their data and adopt next-generation technologies.


Lumen brings together the talent, experience, infrastructure and capabilities of CenturyLink, Level 3 and 25+ other technology companies to create a new kind of company—one designed specifically to address the dynamic data and application needs of the 4th Industrial Revolution.