Senior Engineer (Windows)

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Date: Oct 6, 2017

Location: Tokyo, 13, JP, 0000

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

Job Description

The Hosting compute department is accountable for all platform support for CenturyLink managed hosting Clients, Comprising of Incident Management, Change Management, Request Fulfillment and interacting closely with Problem management.  The Senior Engineer (Windows) is member of JP Hosting Operations and working with peer positions in the US, EMEA and APAC regions.  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.   They will provide superior support to a subset of CenturyLink Clients in a complex network and/or hosting solutions environment. The engineer will review, approve and execute change requests to ensure successful change management.  They will troubleshoot systems and network incidents to provide the maximum availability and optimal Mean Time to Repair. 

Position Objectives:

  • 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
  • Communicating and collaborating with local and global teams. 

Job Description

Responsibilities:

  • 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.
  • Participate in mandatory meeting and training sessions
  • Other duties as assigned

Essential Skills:

  • Email and Phone based communications in both Japanese and English
  • Reading and Writing in both Japanese and English
  • Previous Operating Systems support experience in enterprise, IT or service provider environment
  • Hands on experience including but not limited to:
    • Administration of Microsoft Operating Systems (2003,2008,2012)
    • Administration of Common Windows operating system components (IIS, AD, DNS, RDS, Clustering etc)
    • Administration of Hardware and firmware exposure to physical systems environments (HP, IBM, Insight Qube etc)
    • Administration of Database system (MSSQL 2005/SQL Server 2012, Oracle with HA or Clustering etc)
    • Administration of VMWare environments through vSphere Client
  • A commitment to delivering a superior customer experience through direct interaction with customers during support and change management
  • Technical certifications in areas of expertise (Microsoft, Redhat)
  • 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 in Japanese and English

Desired skills:

  • Experience diagnosing complex issues through packet capture analysis (Wireshark, tcpdump, snoop, Sniffer Pro)
  • Familiarity with:
    • Linux/Unix Systems (Red Hat Enterprise Linux 5, 6 and 7, Solaris 10)
    • Knowledge of Shell scripting/Perl/Expect/Powershell and/or other scripting languages.
    • Basic Network (Firewall, Load Balancer, Security. Cisco, Juniper, F5)
  • Familiarization with ITIL guidelines and practices
  • Six Sigma or other process improvement methodologies
  • Project Management experience

 

Qualifications

  • Bachelor’s degree or equivalent education in related fields

  • Certificates of training in associated fields/equipment (CCNA/CCNP/Juniper)

  • Minimum 6-8 years of experience in related IT Field

Education

Bachelors or Equivalent in Computer Science or Information Systems

Masters or Equivalent

Requisition #: 153009

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.

 


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