CenturyLink Senior Engineer (Network/Telco) - Tier 4) in Singapore, Singapore

CenturyLink (NYSE: CTL) is a US$18B global communications and IT services company that powers the needs of 98% of Fortune 500 companies. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services.

Job Summary

Description/ Position Summary:

Working Hour: Monday – Friday (0900 hour to 1730 hour)

(Weekend/ after office hour support is required based on assignment)

This Senior Engineer is a position in Operations Engineering Tier 4 Support Group. The team's given mission goal is to Drive Operational Excellence “to get Day 1 Right” and Continuous improvement for an outstanding customer experience

He/She has to be knowledgeable on Telecommunication, in LAN and WAN Networking Technology. He/She is certified and hands-on experience on Router Technology in Switching-Routing Protocol, Security and Firewall Services. He / She to be Team Player, Dedicated, Committed, Meticulous, and Very Customer focused to ensure any of team/his activities not causing any Unexpected Outage

  • To perform network audit on existing customer and sometimes on new turn-up opportunity focus on “get Day 1 Right”

  • The objective is guarantee Optimum Network Configuration build according to CTL Product and Customer Specification to assure High Performance and High Availability 24 x 7 x 365 throughout

  • To Identify impacted Component to Reduce Risk or to Mitigate Customer Business impact due to Maintenance or Upgrade Augmentation Work

  • Maintain Hardware and Software to current working standard and Perform Upgrade when required

  • Both at Data Center or Colo’s Infrastructure-Core Equipment and Customer Premises Equipment

  • To seek and provide Continuous improvement for an outstanding customer experience

  • To provide remediation and execute change compliance to CTL and Customer Global Change Management Process.

  • To Accept or to be Point of Escalation to troubleshoot / break fix network incidents to provide the maximum availability and optimal Mean-Time-To Repair.

  • Seek and Take Opportunity, Collaborate with various dedicated Client Service Partner and Program Manager for ensuring a positive Customer relationship and to secure Customer Excellence experience

  • To research and evaluate new tools, be innovative to find new tools and write script (automation) to provide proactive monitoring and support capability

Job Description

Position Objectives:

  • Maintain network stability through Optimum Network Configuration , with Proactive Management Capabilities and Full Compliance to Customer Technical Specification and Design

  • Capable to do advanced troubleshooting, timely resolution of customer incidents, Identify and Prepare Proactive maintenance

  • Deliver superior customer service through professional, comprehensive, take ownership provide timely communication for all Requests

  • Focus on Zero Unexpected Outage to improve Customer loyalty and Net Promoter scores rating.

  • Support the Financial Service Desk, Technical Service Engineer, and Customer Service Support and take active parts in the regular Service Reviews.

  • 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

  • Work with the Account team to built a strong client relationship and in new growth opportunity

Essential Duties:

  • Dedicated and willing to work after office hour

  • Conduct Network Audit

  • Execute Remediation based on Global Change Management Process

  • Provide Proactive Quality Audits of New Implementations (“Transition to Support”) –

  • Identify, resolve, and/or escalate 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

Qualifications

Critical skills:

  • 8 Years of Network and Telco experience.

  • 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

Desired skills:

  • Hands on experience with one or more of the following:

  • Multicast routing

  • PIM

  • IGMP

  • Network and Systems hardware platforms

  • Cisco routers and Switches (6509, 7609, 12000, IOS XR)

  • Juniper Routers and Switches (EX, MX, QFX)

  • Alcatel

  • Arista Switch (7124S)

  • Blade Switch (G8124)

  • Corvil Network Latency Management

  • UDP/TCP protocols such as SSH,FTP, HTTP, DNS, SNMP, and Others

  • NAT, VRRP, and HSRP

  • Transport technologies such as ATM, Frame Relay, POS, and MPLS

  • Familiarization with SAS-70 and ITIL guidelines and practices

  • Technical certifications in areas of expertise (Cisco, Juniper, ITIL, Wireshark, PMP)

  • Project Management experience

Education or Equivalent Experience:

  • Bachelor’s degree or equivalent education in related fields

  • Certificates of training in associated fields/equipments

Education

High School Diploma or Equivalent in Computer Science

Bachelors or Equivalent in Computer Science or Information Systems

Requisition #: 156108

EEO Statement

No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.