Senior Operations Engineer

Lumen is the trusted network for AI, transforming how businesses connect and scale in an AI-driven world. The Senior Operations Engineer will provide technical support and leadership to improve network reliability and customer satisfaction, while mentoring peers and implementing automation technologies.

Responsibilities:

• Proactively identify, design, and implement opportunities to simplify, standardize, and automate network operations by leveraging AI-driven insights and automation technologies to improve reliability, scalability, and operational efficiency
• Embed AI capabilities into existing network and NOC workflows (e.g., monitoring, incident response, capacity planning, and change management) to reduce manual effort and cognitive load while preserving service integrity, compliance, and operational resilience
• Act as a feedback conduit between engineers and AI/tooling owners by capturing adoption friction, usability gaps, and performance limitations, and translating those findings into actionable requirements and continuous improvements for AI platforms and automation processes
• Provide data support for the Lumen Managed Services contracts. Includes data design, installation and maintenance for new and current installations
• Provide primary engineering design and configuration for data systems in line with Managed Services customer goals and requirements
• Evaluate new technical requirements for compatibility with deployed system design as well as new products for compatibility and applicability to the Managed Services solutions
• Maintain current knowledge base regarding complex routing, switching
• Monitor and analyze performance across customer networks and underlying MS Tools deployments as required for Managed Services
• Provide high-level technical & engineering support for network performance management configurations, troubleshooting, and service restoration along with an understanding of switching, routing as it would affect performance management
• Troubleshoot and resolve complex issues
• Provide high-level off-hours support on a rotating basis with other engineers
• Develop and oversee subordinate level technical methods, procedures, and assist with complex technical solution designs. Develop & document process flows
• Identify capacity and performance issues for network traffic to ensure continued, uninterrupted operation of systems
• Maintain network monitoring applications, equipment and utilities as needed
• Conduct testing of disaster recovery plans as it pertains to network performance management equipment to detect faults and minimize malfunctions
• Create and maintain network documentation and reports as required
• Act as liaison between Managed Services, other Lumen departments and other vendors (e.g. Cisco & Solarwinds) on high-level support issues

Requirements:

• Bachelor's degree or equivalent experience plus 5+ years related experience or equivalent combination of education and experience
• Microsoft Windows Server and/or Solarwinds Subject Matter Expert
• Experience with isolation of telecom and/or network outage causes and service restorations including understanding Cisco characteristics
• Direct customer interaction communication skills
• Proficient PC skills in office applications and network connectivity configuration
• Proficient presentation skills for presentations to technical and non-technical audiences; must be able to translate technical terms and concepts to non-technical entities
• Must be available 24/7 for outages and maintenance window work
• Strong communication (oral and written), customer service, organizational and multi-tasking skills
• Cisco Layer 2 & 3 switch and router configuration and management
• Solarwinds Certified Professional certification
• Proven analytical and problem-solving abilities
• Highly self motivated and directed
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment