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.

KNOWLEDGE, SKILLS OR ABILITIES:

• Working knowledge of Linux, Unix, and Windows operating systems.
• Experienced with supporting applications in cloud environments including AWS, AZURE, and GCP.
• Technical understanding of middleware components and the infrastructure in the environment.
• Familiarity with applications involving Kubernetes, Docker, Tomcat, Apache, Wildfly, JWS, EAP, FUSE, and WebLogic. Familiarity with applications involving IIS, .NET Framework, and .NET Core.
• Knowledge of tools such as AppDynamics, Zabbix, BigPanda, ServiceNow, Dimensions, GitHub, Nexus, Morpheus, Microsoft Teams, Excel, SharePoint, etc.
• Strong troubleshooting skills to independently perform analysis and support of complex midrange application environments.

EDUCATION AND EXPERIENCE:

• 7+ years of Production Support experience.
• 5+ years managing production and maintenance type projects.

THE ROLE

The Sr Software Support Engineer is responsible for the availability, health, and support of production applications on midrange and in PaaS environments on-premises or cloud-based.
Application Monitoring and Standards: The engineer establishes and implements standards for monitoring production applications regarding availability, performance, workload, and infrastructure resilience in multi-cloud environments like AWS, Azure, and GCP.
Proactive Management and Troubleshooting: The role involves proactively managing day-to-day application health, addressing anomalies, leading analysis during outages, and troubleshooting incidents to minimize user impact and downtime.
Coordination and Process Improvement: The engineer collaborates with application development and infrastructure teams for upcoming releases, identifies monitoring and documentation needs, adheres to change management processes, and seeks process improvements.

THE MAIN RESPONSIBILITIES

• Establish and implement standards for production application monitoring regarding availability, performance, workload, and infrastructure resilience, especially in a multi-cloud environment including AWS, AZURE, and GCP
• Proactively review day-to-day health of the applications and address anomalies
• Investigate issues and troubleshoot incident or major incidents affecting the applications
• Engage cross-functional application development and infrastructure teams to assist in determining root cause and countermeasures
• Coordinate with application development teams regarding implementation of upcoming releases involving code and/or configuration changes
• Identify and address monitoring, process, documentation, and infrastructure needs 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