Senior Lead Software Support Engineer - Work from Home
Lumen
2021-10-11T17:22:51Z
Denver
Colorado
United States
Information Technology
(No Timezone Provided)
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
The Sr Lead Software Support Engineer is responsible for the availability, health, and support of production applications on midrange and PaaS environments on-premises or cloud-based. In this role, you will provide technical leadership to a team of support personnel and contribute to all phases of operational support.
The Main Responsibilities
Provides proactive technical leadership and direction to a support team responsible for the day-to-day health of production applications. Develops and refines technical standards and processes for the team and is responsible for appropriate monitoring of production applications for availability, performance, workload, and infrastructure resilience. Addresses anomalies and issues thru ongoing review with the team and proactively plans for upcoming work. Lead analysis during incidents or major incidents impacting application availability; investigate and troubleshoot; minimize user impact and downtime; engage cross-functional application development and infrastructure teams to assist in determining root cause and/or countermeasures. Coordinates with application development teams regarding the implementation of upcoming releases involving code and/or configuration changes. Requires identifying and addressing any monitoring, process, documentation, and infrastructure adjustments 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, application platform/framework, etc. Proactively identify areas of opportunity for process improvements or training needs. Provide guidance and respond to general production support questions, issues, and resolutions. Drive simplification and efficiencies within the scope of production support.
What We Look For in a Candidate
Bachelor's degree or equivalent education with 7+ years relevant experience or Master's degree with 5-7 years experience. Extensive experience with Kubernetes, Docker, Tomcat, Apache, Wildfly, JWS, EAP, FUSE, and WebLogic. Extensive experience with Linux, Unix, and Windows operating system environments. Exceptional troubleshooting skills in support of complex applications in a midrange environment. Strong, independent performer, able to lead technical analysis confidently and proactively. Knowledge of IT tools such as AppDynamics, Zabbix, BigPanda, ServiceNow, Dimensions, GitHub, Nexus, Morpheus, Microsoft Teams, Excel, SharePoint, etc. Strong experience with scriptwriting. Strong verbal and written communication skills. Ability to multitask and manage multiple projects and work efforts. Experience working projects with both onshore and offshore resources. Solid understanding of ITIL processes.
Senior Lead Software Support Engineer - Work from Home
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
The Sr Lead Software Support Engineer is responsible for the availability, health, and support of production applications on midrange and PaaS environments on-premises or cloud-based. In this role, you will provide technical leadership to a team of support personnel and contribute to all phases of operational support.
The Main Responsibilities
Provides proactive technical leadership and direction to a support team responsible for the day-to-day health of production applications. Develops and refines technical standards and processes for the team and is responsible for appropriate monitoring of production applications for availability, performance, workload, and infrastructure resilience. Addresses anomalies and issues thru ongoing review with the team and proactively plans for upcoming work. Lead analysis during incidents or major incidents impacting application availability; investigate and troubleshoot; minimize user impact and downtime; engage cross-functional application development and infrastructure teams to assist in determining root cause and/or countermeasures. Coordinates with application development teams regarding the implementation of upcoming releases involving code and/or configuration changes. Requires identifying and addressing any monitoring, process, documentation, and infrastructure adjustments 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, application platform/framework, etc. Proactively identify areas of opportunity for process improvements or training needs. Provide guidance and respond to general production support questions, issues, and resolutions. Drive simplification and efficiencies within the scope of production support.
What We Look For in a Candidate
Bachelor's degree or equivalent education with 7+ years relevant experience or Master's degree with 5-7 years experience. Extensive experience with Kubernetes, Docker, Tomcat, Apache, Wildfly, JWS, EAP, FUSE, and WebLogic. Extensive experience with Linux, Unix, and Windows operating system environments. Exceptional troubleshooting skills in support of complex applications in a midrange environment. Strong, independent performer, able to lead technical analysis confidently and proactively. Knowledge of IT tools such as AppDynamics, Zabbix, BigPanda, ServiceNow, Dimensions, GitHub, Nexus, Morpheus, Microsoft Teams, Excel, SharePoint, etc. Strong experience with scriptwriting. Strong verbal and written communication skills. Ability to multitask and manage multiple projects and work efforts. Experience working projects with both onshore and offshore resources. Solid understanding of ITIL processes.