SR 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.

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 Senior Lead Operations Engineer is a seasoned technical expert responsible for managing and maintaining complex network infrastructure across multiple platforms including Juniper, Cisco, FortiGate, and Meraki. This role involves advanced troubleshooting using tools like SolarWinds, performing upgrades and preventative maintenance in data centers, and resolving high-impact incidents across WAN, SDWAN, MPLS, and VOIP systems. The engineer collaborates with security teams for audits and vulnerability assessments, manages vendor relationships for hardware and software support, and leads root cause analysis for network disruptions. With deep knowledge of IP routing, TCP/IP, firewalls, and physical layer diagnostics, the Senior Engineer independently prioritizes tasks, mentors team members, and ensures operational excellence in a 24x7 environment. Strong customer service, off-hours availability, and proficiency in internal tools and ticketing systems are essential to success in this role.

The Main Responsibilities

• Lead the configuration, maintenance, and troubleshooting of complex multi-vendor network environments, including Juniper SRX/MX, Cisco IOS/Meraki, FortiGate, SDWAN, and Metro Ethernet platforms.
• Utilize SolarWinds and other advanced monitoring tools to proactively manage network health, identify performance issues, and execute corrective actions across enterprise infrastructure.
• Perform upgrades and preventative maintenance at data centers, ensuring high availability and optimal performance of Cisco, Juniper, and Fortinet systems.
• Collaborate with cybersecurity teams to conduct audits and vulnerability assessments, ensuring compliance with enterprise security standards and regulatory requirements.
• Drive incident response efforts including diagnosis, resolution, and root cause analysis for high-impact network disruptions, including physical layer faults and WAN degradation.
• Manage vendor relationships for hardware/software evaluation, installation, upgrades, and repairs, ensuring alignment with operational goals and service-level expectations.
• Apply deep technical expertise in IP routing, TCP/IP, MPLS, SDWAN, IPAM systems, and Metro Ethernet to resolve complex network issues and support scalable architecture.
• Support VOIP infrastructure, international routing, and remote access systems including Wireless Access Points, MUXs, CSU/DSU, and long-distance dialing configurations.
• Independently prioritize and manage work requests based on system criticality and departmental objectives, demonstrating ownership and accountability.
• Mentor and coach junior engineers, fostering technical growth and operational excellence across the team.
• Operate effectively in a 24x7 call center environment, including off-hours and holiday support, with a strong commitment to customer service and continuous improvement.

What We Look For in a Candidate

• Desired Certifications: CCNP, Security+, JNCIP-SEC
• 5+ years of technical customer call center experience
• Associate degree in Engineering, Electronics, Networks or related technical or vocational education, 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, Alcatel routers and/or UNIX commands
• Firewall experience, specifically Juniper SRX and A10
• SDWAN experience (Cisco Catalyst/Viptela)
• Knowledge of Firewalls, specifically Juniper SRX and Cisco Firepower
• Knowledge of IP Address Management (IPAM) systems, or equivalent
• 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
• Experience with advanced commands in Cisco, Juniper, Alcatel and/or UNIX commands
• Excel at working on complex MPLS issues
• SDWAN problem expertise
• Experience with Wireless Access Points and various remote switches/MUXs/VOIP telephones
• Ability to understand and isolate