Job Description

Syniverse is the world\'s most connected company. Whether we\'re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward.Which is why we work with some of the world\'s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we\'re able to provide our incredible talent with an innovative culture and great benefits. Who We\'re Looking For As the entry level of support, this position will address day-to-day customer issues, application issues, problems and concerns that are of a more detailed nature requiring analysis and research. - Some of What You\'ll Do Technical & Operational Activities: Identify, analyze, and resolve the assigned tickets Innovative problem solving & lateral thinking Ability to understand the customer requirement through the available documents Meet the SLA guidelines: Timely Follow-up. Escalate, and resolve the tickets on time Active Participation in the ticket review and ensure the appropriate solution is provided Provide Technical support and demonstrate the Expertise in the specific work area Ability to prioritize the Tasks based on the business needs Documentation on the newly discovered solutions End to End System knowledge and act as SME Developing production ready solution support scripts Understand the customer requirement through the available documents Reports: Status report on the activities performed as per the management requirement. Ability to analyze the metrics and identify the possible reasons for any achievements or Deviations Attending project team meetings, generating input/deliverables for DBA activities. DATANET & TECHNOLOGY OPERATIONS: Monitoring: Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs Monitoring of connectivity to upstream and downstream applications Monitoring of connectivity to databases Application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support. Clear and concise written and spoken communications in the form of Remedy tickets, emails, analysis, process/procedures, meetings, conference bridges and internal/external phone calls. Provide shift turnovers of current issues and activities Provide regular status reports Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction. Error research based on the warnings errors available in the production logs Operations activities Validating the test files Create and follow up on trouble tickets with respective teams Send routine reports and emails to the designated recipients Participate on a rotation pager schedule that provides system support and critical production support on a 24 X 7 basis, 365 days/year Other Responsibilities: Interaction with customer independently Assisting first level support team in product and systems technical details, management of issues and all aspects of the respective role Following established escalation procedures as required. Execute the annual Disaster Recovery test. In-depth knowledge of reports/reporting tools and be a subject matter expertise. Provide best-in-class customer service and resolution to customer queries Ability to manage multiple issues of differing stages of investigation and priority without assistance. Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services. Ability to understand product functional and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Manage seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of production environment and to provide solution for the production issues. Knowledge Requirements: Basic knowledge on UNIX, WINDOWS, Solaris & SQL Knowledge of Oracle/SQL Server tools Knowledge of ITIL V3 specifically event, incident, problem management. Knowledge on ticketing tools i.e. Remedy etc. Basic network infrastructure knowledge (LAN & WAN) Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc. Hands on experience in file operations Hands on experience and knowledge on system processes Ability to communicate status updates to project team and management Ability to work independently as well as Team Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques. Monitoring tool Knowledge i.e. HPOV, NNM etc Knowledge on ticketing tools i.e. HPSM etc. Experience & Qualification requirements: 0-1 years of relevant professional experience in the areas of application support, technical customer support, NOC Support, application support, problem management, relational databases, programming languages, software development. Bachelor\'s degree in computer science, electronics or telecommunication Certification on operating systems/ databases Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer Working technical experience with designing, building, installing, configuring, and supporting Unix servers and storage servers and management software The ability to build strategic relationships within the organization and with all levels. - Why You Should Join Us Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture. At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world. Know someone at Syniverse Be sure to have them submit you as a referral prior to applying for this position.

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