Operations Engineer II

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 Operations Engineer II is responsible for the troubleshooting and restoration of the Wide Area Network (WAN) Services for our dedicated federal customer. This position is located at a customer premise Network Operations Center.

Location and Schedule

This is a hybrid role with an in-office requirement.

The preferred candidate should reside near Chicago (Hines), IL or Martinsburg, WV, within 1.5 hours of the office.

The schedule is Tuesday–Saturday, 11 pm–7 am ET, with 2-5 office days per month.

The Main Responsibilities

• Monitoring, troubleshooting and maintaining a 24/7 customer NOC.

• Troubleshooting and isolation of a Nationwide MPLS WAN to include circuits/connectivity and supporting PE and CE routers, and Switches.
• Basic troubleshooting of networking protocols such as (but not limited to): BGP, EIGRP, and OSPF.
• Serving as an initial escalation point for the customer.
• Documenting troubles in customer-based ticketing system / ServiceNow.

• Performing proactive monitoring utilizing internal monitoring tools such as (but not limited to): ScienceLogic 1, Solar Winds, Net Scout/nGenius and NX Live Action.

• Working with multi-carrier environment(s) as a team.
• Working with local points of contact (LCONs) to coordinate dispatches to customer premise.
• Perform hourly escalations as needed and provide oversight for resolution of issues as needed and giving regular status to customers/management.
• Must be able to work closely with government personnel and other vendors on staff in a Network Operations Center environment.

• Documenting troubles in Lumen's OPS Console ticketing system and the customer-based ServiceNow ticketing system.

• Other duties assigned as necessary

Attention to Detail

• Ensure trouble reports on VA and provider tickets are clear, detailed and accurate.
• Excellent written and verbal communication and interpersonal skills for interfacing with Federal Customers and Internal Stakeholders.
• Ability to multi-task and be customer service focused.

What We Look For in a Candidate

• Minimum of 2 years+ experience in troubleshooting complex network issues both circuit and routing.
• Experience interacting with Carriers (AT&T, Verizon, Frontier, Lumen, Windstream, and Time Warner, etc.) diagnosing circuit issues.
• Working knowledge of the Physical Layer and supporting transmission systems TCP/IP Routing, and Networking.
• Solid knowledge of IP routing, Multi-Protocol Layer Switching networks, BGP, EIGRP, OSPF and ICMP (PING), Traceroute, IP Subnetting, T1, DS3, Ethernet, OC3.
• Experience using a trouble ticket tracking system, e.g., ServiceNow, OPS Console, My Ticketing App, etc.
• Familiarity in using Network Monitoring tools, e.g., SolarWinds, NOM, NetScout, Netcool, etc.
• Must be a US Citizen able to obtain and retain a government sponsored High Priority Public Trust Clearance.
• Bachelor’s degree in Computer Science or related field or current Cisco certification preferred (not required).

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:

$73,013 - $97,350 in these states: IL

$66,375 - $88,500 in these states: WV

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, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

#LI-Onsite

#LI-MR1

Requisition #: 339949

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Salary Range

Salary Min : $

Salary Max : $

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 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 visiting