Senior Engineer

Century Link is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. Century Link is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world.

Century Link offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.

Senior Engineer - Financial Network Support

The Financial Network Senior Engineer is responsible for leading the technical relationship of one or more Century Link clients. They will provide superior support to a subset of Century Link customers in a complex network environment. The Senior Engineer 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 Senior Engineer will be responsible for ensuring a positive customer relationship. They will ensure the Operations Center has all documentation necessary to understand and support their clients. This is a night shift position.

• Deliver superior customer service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
• Ensure timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
• Through review and approval, ensure methodical and successful execution of customer change requests
• Maintain network stability through advanced troubleshooting, timely resolution of customer incidents, and proactive maintenance
• Maintain and improve client loyalty and Net Promoter scores
• Partner with the Account and Sales team and aid in the regular Service Reviews. Work with the Account team to built a strong client relationship and grown revenue

• Identify, resolve, and/or elevate network issues according to procedural documentation and training
• Creative problem-solving to identify the source of problems
• Create or update documentation including network diagrams, procedures, and policies to ensure consistent support of customer environments
• Through customer consultation, realize growth opportunities for production customer 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 Center to reduce re-occurring incidents
• Provide consultative assistance to the Operations Center 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

• 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:
  • Network hardware and software such as Cisco, Juniper, and Arista.
  • MPLS Networks, VRF, and Multicast routing.
  • Routing protocols such as BGP, EIGRP, RIP, and OSPF
• A commitment to delivering a superior customer experience through direct interaction with customers 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
• Ability to drive escalation and manage customer expectations

• Hands on experience with one or more…