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 Lead Software Support Engineer is responsible for the availability, health, and support of production applications in various environments, on-premises and cloud-based. In this role, you will help also provide technical leadership to a team of production support personnel and contribute to all phases of operational support.

THE MAIN RESPONSIBILITIES

• Provide technical direction and knowledge to ensure day-to-day availability and health of production applications assigned to the support team.
• Develop and refine technical standards for production application monitoring and support. Identify and recommend process improvements.
• Proactively develop and maintain scripts to automate support functions or to monitor and manage the application environment.
• Identify and determine actions needed to address anomalies affecting application availability, performance, workload, and infrastructure resilience.
• Lead troubleshooting, analysis and resolution of incidents impacting application availability to minimize user impact and downtime.
• Work with cross functional teams to determine incident cause and to identify and implement countermeasures to prevent future problems.
• Partner with application development teams and vendors regarding scheduled deployment of software releases or configuration changes and provide post release support.
• Identify and adjust monitoring, process, and documentation in support of planned application changes.
• Understand and adhere to standard change and incident management processes.
• Establish and maintain operational documentation and recovery plans for production applications.
• Coordinate with infrastructure teams regarding potential application impacts due to their scheduled maintenance activities involving servers, storage, databases, network, application platform/framework, security, etc.
• Provide technical recommendations and assist in initiatives or projects involving application stabilization, upgrades or migration efforts.
• Provide guidance and respond to general production support questions, issues, or concerns.
• Provide regular communication on the status of work, projects, and initiatives.
• Drive simplification and efficiencies within the scope of production support.