Senior Software Support 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.

 

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 Sr Software Support Engineer is responsible for the availability, health, and support of production applications on midrange and in PaaS environments on premises or cloud based.

The Main Responsibilities

Establish and implement standards for production application monitoring regarding availability, performance, workload, and infrastructure resilience, especially in a multi-cloud environment including AWS, AZURE, and GCP.  Proactively ensure day-to-day health of the applications and address anomalies.  This position requires that the individual lead efforts to perform analysis during outage situations and application issues.  Investigate issues and troubleshoot incident or major incidents affecting the applications, minimizing user impact and downtime.  Engage cross-functional application development and infrastructure teams to assist in determining root cause and countermeasures.  Coordinate with application development teams regarding implementation of upcoming releases involving code and/or configuration changes.  Identify and address monitoring, process, documentation, and infrastructure needs associated with planned application changes.  Understand and adhere to standard change and incident management processes.  Establish and maintain operational documentation for production applications.  Coordinate with infrastructure teams regarding upcoming maintenance activities involving servers, storage, databases, network, security, application platform/framework, etc.  Proactively identify areas of opportunity for process improvements, training and learning activities.  Provide guidance and respond to general production support questions, issues, and resolutions.  Drive cleanup and efficiencies within the scope of production support.

 

Other Requirements:  Periodic 7x24 on-call support required.  Some evening and weekend work required.

What We Look For in a Candidate

Knowledge, Skills or Abilities:  Strong, independent performer able to work confidently and proactively in a fast-paced environment, as well as within a team and across functional areas.  Strong sense of ownership, urgency, operational excellence, and customer focus.  Ability to multitask and manage multiple projects and efforts.  Strong verbal and written communication skills.  Proficient in MS 360 tools.

 

Education and Experience:  Seven+ years of Production Support experience. Five+ years managing production and maintenance type projects.  Working knowledge of Linux, Unix, and Windows operating systems.  Experienced with supporting applications in cloud environments including AWS, AZURE, and GCP.  Technical understanding of middleware components and the infrastructure in the environment.  Familiarity with applications involving Kubernetes, Docker, Tomcat, Apache, Wildfly, JWS, EAP, FUSE, and WebLogic.  Familiarity with applications involving IIS, .NET Framework, and .NET Core.  Experience with PowerShell and PowerShell scripting.  Knowledge of tools such as AppDynamics, Zabbix, BigPanda, ServiceNow, Dimensions, GitHub, Nexus, Morpheus, Microsoft Teams, Excel, SharePoint, etc.  Strong troubleshooting skills to independently perform analysis and support of complex midrange application environments.  Strong experience with script writing.  Experience working projects with both onshore and offshore resources.  Solid understanding of ITIL processes.

 

Physical Requirements:  Ability to work with personal computer, keyboard, mouse, monitor for extended periods of time; verbal communications.

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

$82,969 - $110,625 in these states: IA 

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 able to answer any additional questions you may have about our bonus structure (short-term incentives, lo