Lead Operations Engineer

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.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

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

The Lead Operations Engineer will apply advanced engineering and network principles, theories, concepts and technologies to solve unusually complex problems and issues at Lumen.

Location

This is a Work from Home position within the U.S.

The Main Responsibilities

•    Use SolarWinds to manage and troubleshoot devices from various vendors including Juniper, Cisco, Fortigate.
•    Maintain and perform maintenance/upgrades at Data Center on Cisco IOS, Fortigate and Juniper devices.
•    Responsible for Configuring/Troubleshooting Juniper SRX, MX, Fortigate, and Cisco Firepower firewalls 
•    Coordinate with Security team to perform audit and vulnerability assessments of network devices, and to perform vulnerability mitigation. 
•    Perform and coordinate incident diagnosis, corrective action, and root cause analysis
•    Independently organize work requests based on departmental priorities and system criticality
•    Manage vendor relationships required for the evaluation, installation, modification, upgrade, and repair
•    Perform preventative maintenance of Network Infrastructure components.

General Work Competencies / Abilities: 
•    Strong technical skill level working on complex assignments within the network systems (implementation, acceptance, and change management). 
•    Ability to resolve complex network problems involving power, network hardware/software, lines, routers, firewalls, modems, and terminals. 
•    Ability to use software/hardware tools to identify and diagnose network status and problems. 
•    Experience conducting installation and maintenance on complex network monitoring equipment. 
•    Ability to resolve complex trouble tickets.
•    Apply excellent customer service skills 
•    The desire to work in a complex 24x7 call center. 
•    Demonstrated proficiency with trouble ticketing application as well as other internal tools 
•    The ability to work off hours/on call and during holidays 
•    Expertise Mentoring/Training/Coaching team members

What We Look For in a Candidate

Basic Qualifications: 
•    Desired Certifications:  CCNP, Security +, JNCIP-SEC, NSE4/5
•    5 + year of technical customer call center experience. 
•    Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 7+ years of related work experience. 
•    Test knowledge/experience of DS0/DS1 circuits. 
•    Strong knowledge of TCP/IP, routing protocols, and IP addressing. 
•    Experience with basic commands in Cisco, Juniper, and Fortigate.
•    Applicant must have ability to obtain Public Trust Suitability

Knowledge: 
•    Knowledge of Firewalls, specifically Juniper SRX, Firepower.
•    Knowledge of Fortigate devices and SDWAN components.
•    Knowledge of IP Address Management (IPAM) systems, or equivalent (InfoBlox).
•    Previous experience troubleshooting complex network problems involving power, network hardware, routers, CSU, or carrier services. 
•    Experience working on complex translations troubles and/or maintenance assignments related to network switching equipment to resolve trouble tickets. 
•    Advanced expertise with IP routing on multiple router platforms 
•    Knowledge of TCP/IP, routing protocols, and IP addressing. 
•    Experience with advance commands in Cisco, Juniper, and Fortigate devices.  
•    DNS & e-mail problem expertise
•    Experience with Wireless Access Points and various remote switches/MUX’s/VOIP Telephones
•    Has ability to understand and isolate physical layer problems
•    Experience working with software and hardware tools to remotely identify and diagnose WAN problems.  
•    Ability to understand and isolate physical layer problems. 
•    Familiarity with VOIP, long