Crisis Manager ( Remote ) in Work From Home at Windstream

Date Posted: 5/4/2021

Job Snapshot

  • Employee Type:
  • Location:
    1925 Enterprise Parkway
    Work From Home
  • Job Type:
  • Experience:
    5 to 7 years
  • Date Posted:

Job Description

Job ID:21001779

This position will have responsibility for leading and developing a team in responding to major outage events. Scope includes business- and/or customer-impacting outages.

Successful candidate will have a good understanding of Windstream systems and processes, ITIL knowledge, process management and strong facilitation skills to drive problem resolution during outage events. The successful candidate will also have leadership and communication skills to develop the same knowledge and skills in the team.

Crisis events can range from a single system to enterprise-wide and will require strong communication skills and coordination of efforts across multiple technical teams to drive fast problem resolution. Project management skills are a plus, as multiple work efforts, timelines and resources need to be tracked during the duration of an event.

The Crisis Manager will be responsible for executive communications during events as well as post-event reviews at the executive level.

The responsibilities of the Manager will include, but not be limited to:

  • Leading team of Crisis Coordinators to drive outage events to prompt resolution
  • Explanation and coaching on ITIL processes and practices
  • Developing facilitation skills across the team for them to lead efficient and effective problem-solving discussions
  • Developing technical knowledge across the team to track and summarize technical corrective measures
  • Provide executive status updates and regular communications during and after outage events
  • Develop and track metrics for team performance
  • Perform other duties as assigned

Job Requirements

Minimum Requirements:

  • College degree in a Technical or related field and 5-7 years professional level experience with 2-3 years supervisory experience for roles with supervision; or 9 years professional level related Technical experience with 2-3 years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related Technical experience required.
  • Demonstrated facilitation and communication skills
  • Knowledge of Windstream technical systems and processes
  • Demonstrated ability to lead and develop high-performing teams
  • Ability to translate detailed technical information to audience-appropriate communications
  • Proficiency with MS Office applications (Outlook, Word, Excel, PowerPoint, etc.)

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.