Senior Manager Software Engineering - Ticketing

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

Lumen is seeking a dynamic and experienced Senior Manager of Software Engineering – Ticketing to lead our ticketing development team. This leader will be responsible for overseeing the development, integration, and evolution of multiple ticketing platforms, including both off-the-shelf and custom-built solutions. The ideal candidate will bring deep expertise in ticketing frameworks, system integration including eBonding, and team leadership, with a strong focus on strategic planning and cross-functional collaboration in a Service Assurance focused team.

Location

This is a remote opportunity open to candidates located anywhere in the U.S.

The Main Responsibilities

• Lead and mentor a team of senior software engineers and developers across multiple ticketing platforms.
• Drive the development and integration of ticketing systems, ensuring seamless eBonding with external systems and partners.
• Collaborate with enterprise architecture and product teams to define and execute technology roadmaps aligned with business goals.
• Oversee the lifecycle of ticketing solutions, developing roadmaps for each platform to ensure alignment with target state systems, and ensuring existing systems are scalable, reliable, and performant.
• Partner with leadership to plan and execute transitions to future-state ticketing platforms.
• Ensure high-quality software delivery through agile methodologies, code reviews, and best practices.
• Foster a collaborative, innovative, and inclusive team culture.
• Communicate effectively with technical and non-technical stakeholders, including executive leadership.
• Ensure compliance with government suitability requirements and security standards.

What We Look For in a Candidate

• Minimum of 8 years of experience in ticketing technologies and management, with at least 3 years in a leadership role.
• Demonstrated ability to lead technical teams and mentor engineers while maintaining strong cross-functional relationships.
• Proven experience managing multiple ticketing systems and integrating with third-party platforms.
• Strong background in JavaScript, TypeScript, SQL databases, and modern web frameworks.
• Demonstrated success in developing and executing technology roadmaps.
• Experience working with enterprise architecture and product management teams.
• Experience with CI/CD pipelines, Software Development and Agile methodologies
• Experience with cloud-based infrastructure and migrating apps to the cloud.
• Proven experience migrating ticketing platforms from current to target state systems.
• Excellent interpersonal and communication skills.
• Ability to obtain U.S. Government suitability upon hire.

 

Preferred Qualifications

• Experience with Remedy, Web Help Desk, ServiceNow or similar ITSM platforms.
• Background in telecommunications or large-scale enterprise environments.

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:

$129,639 - $172,852 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.
$136,121 - $181,494 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$142,603 - $190,137 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

 

#LI-KG1

 

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 ab