Senior Engineer - US Various Locations

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 news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Hosting compute department is accountable for all platform support for Lumen managed hosting Clients, Comprising of Incident Management, Change Management, Request Fulfilment and interacting closely with Problem management.

The Lead IT Systems Engineer/Technical Service Engineer (TSE) is responsible for leading the technical relationship of one or more Lumen clients. They will provide superior support to a subset of Lumen Clients in a complex network and/or hosting solutions environment. The TSE will review, approve, and execute change requests to ensure successful change management. They will troubleshoot systems and network incidents to provide the maximum availability and optimal Mean Time To Repair. The TSE will be responsible for ensuring a positive Client relationship. They will ensure the Operations Centre has all documentation necessary to understand and support their clients.
 

The role will be working on a shift pattern from Monday to Friday. The hours worked are a standard 8-hour day anytime between the hours of 07:00 and 19:00. Occasional after hour support may be required based on customer needs.

The Main Responsibilities

• Creative problem-solving to identify the source of problems
• Create or update documentation including network diagrams, procedures, and policies to ensure consistent support of Client environments
• Through Client consultation, realize growth opportunities for production Client environments
• Provide guidance to adjacent support tiers to assist in resolution of complex network, system, and security incidents
• Provide and obtain timely updates to/from relevant parties (internal and external)
• Partner with the Problem Management Centre to reduce re-occurring incidents
• Provide consultative assistance to the Operations Centre during off hours as needed
• Review system and network configurations with Service Delivery to ensure successful implementation of services into production
• Perform incident trend analysis to promote a stable solution within the environment.
• Other duties as assigned

What We Look For in a Candidate

• Previous Operating Systems support experience in enterprise, IT or service provider environment
• Experience diagnosing complex issues through packet capture analysis (Wireshark, tcpdump, snoop, Sniffer Pro)
• Hands on experience including but not limited to:
  • Systems OS such as Solaris, Redhat / RHEL)
  • Hardware and firmware exposure in virtual and physical systems environments (HP, Dell, Sun, VMware, Egenera)
  • Server Loadbalancer configurations and support (F5, Cisco ACE, Foundry Server Iron etc.)
  • Common web server support (Apache, etc)
  • Hands on experience with one or more of the following:
  • Security technologies
  • Virtual and physical security technologies (ie. Cisco ACE/FWSM, ASA, IP tables, ACL etc.)
  • Intrusion detection support and analysis
  • Network and Systems hardware platforms
  • Cisco routers and Switches
  • Server Loadbalancers (F5, Cisco ACE, Inkra)
  • Experience with Shell/Perl/Expect/Powershell and/or other scripting languages and/or web development technologies like HTML, XML, Java
  • Database administration
  • Familiarization with SAS-70 and ITIL guidelines and practices
  • Technical certifications in areas of expertise (Cisco, Juniper, Redhat, MS, ITIL, Nortel, Ciena)
  • Project Management experience
  • Bachelor’s degree or equivalent education in related fields
  • 5+ years of experience in systems support role
  • Certificates of training in associated fields/equipment
  • A commitment to delivering a superior Client experience through direct interaction with Clients during support and change management
• Ability to quickly adapt to advancing technologies and procedural changes
• Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution
• Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
• Ability to work well in team environment
• Excellent verbal, written and analytical skills

Requisition #: 314873

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.

Disclaimer
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.
 

Salary Range

Salary Min :

72540

Salary Max :

161520

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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

72540

Salary Max :

161520

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.