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
Leads the strategy, design, and productization of automation platforms and service intelligence tools that power Lumen's Managed Network Services (MNS) and Managed Security Services (MSS) portfolios. This role is responsible for building scalable solutions that reduce operational overhead, improve response time, enhance visibility, and drive cost efficiency across Lumen's managed service delivery. Acts as the bridge between service delivery, product teams, engineering, and operations to develop intelligent automation, observability platforms, AI-driven workflows, and customer-facing management tools that underpin the managed service experience.
The Main Responsibilities
The Main Responsibilities
- Owns the vision and roadmap for platforms and tools supporting managed service
delivery automation, including:
o AI-driven observability and telemetry
o Service orchestration and provisioning automation
o Self-healing workflows and event correlation engines
o Customer service portals and reporting dashboards
o Automated runbooks, ticketing, and escalation tools
- Collaborates with MNS and MSS product teams to align automation initiatives with
service delivery requirements, SLAs, and customer expectations.
- Partners with Engineering and IT to build scalable platform capabilities that can be re-
used across multiple service lines and customer segments.
- Drives the implementation of AI and machine learning models that enable predictive
analytics, intelligent alerting, and dynamic incident management.
- Leads cross-functional teams in the development of internal and customer-facing tools
that reduce time-to-deliver, increase service consistency, and improve support
efficiency.
- Works closely with Service Operations to translate manual or resource-heavy processes
into automated workflows and digital support journeys.
- Develops standard frameworks for automation reuse, policy enforcement, exception
handling, and lifecycle governance.
- Defines and tracks KPIs such as automation coverage, ticket deflection, MTTR reduction,
and operational cost savings.
- Drives service intelligence innovation by integrating insights from service data into
continuous product and operational improvements.
- Ensures all tools are built with scalability, multi-tenancy, security, and extensibility in
mind - to support a diverse customer base and evolving managed service models.- Creates detailed business cases and financial justifications to support automation
investments and platform development.
What We Look For in a Candidate
Experience
- 10+ years in a leadership role in product management, automation platforms, or
enterprise IT with direct experience in AI, automation, and service tools
- Proven success in developing tools and platforms that support managed services or
IT operations at scale
- Background in telecom, cybersecurity, or enterprise IT required, especially with
exposure to MNS and MSS environments
Education
- Bachelor's Degree in Engineering, Computer Science, or related field; MBA or
advanced degree in technical management preferred
Other Job Requirements
- Strong understanding of AI/ML concepts, observability architectures, and
enterprise automation platforms (e.g., Ansible, ServiceNow, Moogsoft, BigPanda,
Dynatrace, etc.)
- Familiarity with APIs, microservices, and data pipeline architectures used to
support real-time service intelligence
- Experience building platforms with extensibility for both internal users and
customer-facing functionality
- Demonstrated ability to lead cross-functional teams and influence stakeholders
across product, operations, and engineering
- Strong business acumen and financial discipline to prioritize investments with
measurable ROI
- Excellent written and verbal communication skills; capable of translating technical
platform value into business impact
Work EnvironmentGovernment Security Required: No
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:
$171,447 - $228,596 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.
$180,020 - $240,026 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$188,592 - $251,456 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.
Learn more about Lumen's:
#LI-JS1
Requisition #: 338717
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 (https://jobs.lumen.com/global/en/faq) . 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
06/28/2025
