CenturyLink Technical Service Engineer (Hosting) - Weekend Core Hours 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.
The Hosting Technical Service Engineer is a regionally based member of a 24x7 global team of dedicated Senior Engineers with peer positions in the US, EMEA and APAC regions sharing on-call duties related to off-hours escalations. The successful candidate will be capable of meeting demands for timely customer facing feedback on on-going escalated issues, root cause reports and will drive internal technical teams towards the effective and efficient operations activities as assigned by regional or global mgmt. The ideal candidate will have extensive operational experience in financial market data infrastructure systems and will have a broad understanding of networking technologies which support it.
Weekend Core Hours: 3 x 12 Hour days Fri - Sun: 0900-2100
Deliver superior customer service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
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
Maintain system stability through advanced troubleshooting, timely resolution of customer incidents, and proactive maintenance
Maintain and improve client loyalty and Net Promoter scores
Partner with the Account and Sales team and aid in the regular Service Reviews. Work with the Account team to built a strong client relationship and grown revenue
Identify, resolve, and/or escalate Hosting 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 Centre to reduce re-occurring incidents
Provide consultative assistance to the Operations Centre 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
Previous Operating Systems support experience in enterprise, IT, or service provider environment
Hands on experience with the following:
Experience diagnosing complex issues through packet capture analysis (Wireshark, tcpdump, snoop, Sniffer Pro)
Linux Systems (Red Hat Enterprise Linux 5 and 6, Solaris 10)
Windows Server Systems (Windows 2003 /2008)
Knowledge of Shell scripting/Perl/Expect/Powershell and/or other scripting languages.
Hardware and firmware exposure in a physical systems environments (HP, Sun)
Support and analysis of firewall and security technologies (IDS,IPS,)
Virtual and physical security technologies (ie. Cisco ACE/FWSM, ASA, IP tables, ACL, Fortigate, etc.)
Familiarity with the following
Layer 2 and 3 networking technologies (Cisco, Juniper, and Alcatel devices) as well as configuring and troubleshooting VRFs and VLANs.
Expertise with MPLS (Multiprotocol Label Switching)
Expertise with the following protocols
Routing Protocols (BGP, OSPF, EIGRP, RIP)
Multicast protocols (PIM, IGMP, MVPN)
Support expertise of System Load balancers (F5, Cisco ACE, Inkra)
A commitment to delivering a superior customer experience through direct interaction with customers during support and change management
Technical certifications in areas of expertise (Cisco, Juniper, Alcatel)
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
Familiarization with ITIL guidelines and practices
Project Management experience
Education or Equivalent Experience:
Bachelor’s degree or equivalent education in related fields
Certificates of training in associated fields/equipments
Bachelors or Equivalent in Computer Science
Requisition #: 146213
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.