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Lumen Lead IT Systems Engineer - US Work from Home in Boston, Massachusetts

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Lead IT Systems Engineers are part of the Lumen’s Hosting Infrastructure Engineering team. Responsibilities include lifecycle development, technical assessments, implementation engineering, server builds, automation, migrations and/or transition planning and execution, maintenance, project planning, standards validation and development, technical documentation, training, release management, troubleshooting and problem resolution for all compute infrastructure systems.

This position is available as a Work from Home from any US based location.

Must have ability to pass Federal Government Suitability and Security Clearance

The Main Responsibilities

Position Requirements:

  • Possess analytical troubleshooting skills combined with excellent written and verbal communication skills.

  • Provide escalation support for Global Operations Center for Infrastructure related issues.

  • Liaise with Engineering Teams on Product and Infrastructure Development.

  • Patch/Upgrade hosting infrastructure based on vendor and security recommendations.

  • Operational Testing and Documentation for all new product releases, patches, and software upgrades.

  • Resolve tickets and perform escalations within the SLA time scales.

  • Provide excellent communication with customers throughout incident lifecycle.

  • Maintain Compliance of infrastructure in accordance with industry standards.

  • Ability to manage tasks independently and/or work as a team.

Position Objectives:

  • Maintain 99.999% availability for all Hosting Infrastructure.

  • Provide 24 x 7 infrastructure support.

  • Resolve 90% of third-level support cases without escalation.

  • Review vulnerability and compliance scan results and work to resolve vulnerabilities/non-compliance and update ongoing status and remediation.

  • Escalate to the relevant engineering teams as required, promptly following procedures, and ensuring management is updated accordingly.

  • Maintain, troubleshoot, and coordinate replacement of faulty hardware.

  • Plan, review, approve, and execute change requests in a timely manner as requested.

  • Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into case notes.

  • Review and action open cases daily, updating management on current cases and their status as appropriate.

  • Log cases to third-party vendors to request assistance on unresolved issues.

What We Look For in a Candidate

Required skills:

  • 5+ years of experience with Red Hat Enterprise Linux and ESXi.

  • Detailed working knowledge of server hardware troubleshooting.

  • Experience with configuration management tools like Ansible and/or Terraform.

  • Working knowledge of networking concepts, including routing, VLANs, firewalls, and load balancers.

  • Working knowledge of backup and recovery procedures and tools (any vendor).

  • Working knowledge of virtual machine setup and management (any vendor).

  • Working knowledge of external storage management (any vendor).

  • Working knowledge of Agile framework to identify, create, design, and integrate processes for repeatable, automated software delivery.

Preferred skills:

  • ITIL Foundation Certification

  • Strong Virtualization skills – VMware, Virtual Center.

  • Familiarity with commercial server automation and Orchestration software (HPSA, HPOO, Itential).

  • Detailed working knowledge of HP and Dell server hardware.

  • Detailed working knowledge of networking in an enterprise environment.

  • Detailed working knowledge of storage management in an enterprise environment (NetApp and 3PAR).

  • Scripting (Shell/Perl, Python, PowerShell, Node.js).

  • NetBackup (installation, troubleshooting infrastructure and backup job failures).

  • Experience working in a DevOps role, utilizing CI/CD pipelines, and containerized approaches to server deployment (Jenkins, Docker, Kubernetes, OpenShift, Morpheus).

  • Working knowledge of information security industry and regulatory obligations (SOX, PCI, FISMA).

  • A degree in IT, Red Hat professional qualifications (RHCSA or RHCE) or equivalent proven experience in a technical support role.

  • 5 + years’ experience in a server support and troubleshooting role.

* This position description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee.

What to Expect Next

Requisition #: 247996

EEO Statement

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, gender identity, 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.


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.

Salary Range

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This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.