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.
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
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
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
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
Hands on experience with one or more of the following:
Network and Systems hardware platforms
Cisco routers and Switches (6509, 7609, 12000, IOS XR)
Juniper Routers and Switches (EX, MX, QFX)
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
High School Diploma or Equivalent in Computer Science
Bachelors or Equivalent in Computer Science or Information Systems
Requisition #: 156108
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.
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.