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Telecom Operations Manager - (Role Number: 187466)

06/15/2018Call Center
Job Location:
Louisville, KY
Metro Area:
KY - Louisville
Company Name: Humana Inc.
Website:  Click to Visit
Humana is seeking a Telecom Operations Manager who will lead a department focused on telecom and contact center infrastructure operations. This Senior Manager will have responsibility and accountability to ensure the availability and performance of the voice and contact center infrastructure on a 24x7x365 basis.  This is an exciting opportunity for forward-looking technology leaders to make key contributions to the evolution and transformation of the companys networks toward next-generation technologies. This is a critical role within Humanas IT organization responsible for optimizing all aspects of the telecom eco-system, including performance, resiliency, availability, resource utilization, and automation. This person will drive implementation of standards and lifecycle processes along with problem management follow up for outage incidents. This person will be responsible for reducing outage impacts, improving outage resolution time, and identifying and eliminating potential sources of outages and single points of failure. This person will be accountable for shifting the focus of the organization from reactive incident management to proactive management and then to predictive management through metering and monitoring, establishment of performance thresholds and alerting, and improved processes for prevention of incidents.

The scope includes:

  Enterprise Voice and Contact Center infrastructure;

  Remote site, campus, and remote user voice and contact center infrastructure.


Responsibilities include:

  Incident and problem management, and specifically leadership and accountability for all voice and contact center infrastructure incidents and production environment issues;

  Managing and maintaining device and environment configurations to standard on a continuously auditable basis;

  Maintenance/updating of hardware and software to ensure adherence to lifecycle, security, and performance management policies;

  Quality and performance monitoring and management, including voice quality;

  Alert configurations and documented, standardized response scripts;

  Management of Outsourced operational support services;

  Technology oversight and integration with contact center BPOs;

  Maintenance of  as is documentation;

  Management of technology vendors for operational support topics, issues, and events;

  Definition and development of operational KPIs and metrics;

  Continuous knowledge and skills improvement for the team.

Role Essentials


  • Bachelors Degree in Computer Science, Information Technology or a related field
  • BS/BA, preferably in a technical or scientific field;
  • 5 or more years of network and/or telecom management experience, preferably in a very large enterprise;
  • Demonstrated strength in troubleshooting complex infrastructure incidents and problems;
  • Experience managing telco carrier vendors; Strong operational controls background



Role Desirables


  • Masters Degree in Business Administration or a related field
  • Prior experience in the health solutions industry
  • Experience with resource management and managing direct reports (matrixed or direct reports)


Reporting Relationships


You will have 8-15 direct reports, and you will report to a Technology Director. This area is under the leadership of the SVP & Chief Information Officer.


Additional Information


Humana is an organization with careers that change livesincluding yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If youre ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.

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