Syniverse Operations Analyst I
About the job
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
The Operations Analyst I is a developing contributor, responsible for providing technical solutions to exceptionally difficult problems. As the entry level of support, this position will address day-to-day customer issues, application issues, problems, and concerns that are more detailed, requiring analysis and research.
Some Of What You’ll Do
Scope of the Role:
- Direct Reports: This is an individual contributor role with no direct reports
Key Responsibilities
- Provide Technical support, determine the root cause of the problem(s), and find appropriate solutions.
- Follow SLA guidelines, including timely follow-up, escalation, and resolution of tickets on time.
- Analyze metrics and identify the possible reasons for any achievements or deviations.
- Participate in ticket review and ensure the appropriate solution is provided.
- Create status reports on the activities performed as per management requirements.
- Provide documentation on newly discovered solutions and develop production-ready solution support scripts.
- Provide continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate, and logs.
- Provide 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 of support.
- Participate in new initiatives for providing technical solutions.
- May support provisioning.
Potential Functional Disciplines
IOT
Ability to implement Discount and AA14-based IOT and do QC before moving the tariff into the production environment. Analyze the stopped file and take appropriate action. Respond to customer queries with detailed information and handle customer requests through SR. Daily processing of TAP files stopped due to tariff deviation. Interact with the Customer support team and provide technical expertise to resolve critical customer queries. Update the AA14 document for all Syniverse RMS customers and provide technical help to the customer. Facilitate UAT during the migration of a new customer.
IREG
Knowledge about Software testing [Writing test cases, test execution, test report]. Awareness about Mobile network communication, Architecture knowledge about GSMA, and IREG standards. Ability to troubleshoot network configuration issues and identify the problem. Thorough under
Standing on the tests required for Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G. Hands-on experience in Ticketing Tool. Thorough knowledge of MSC configuration. Knowledge about Probes, remote testing tools
TADIG/CCA
Understanding of Call records for all the service types (Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G).Understanding of IOT, AA. 14. Hands-on experience in TAP editor, TADIG standards. Hands-on experience with any industry standard TAP testing tools. Knowledge of billing & mediation. Knowledge of GSMA standards, specifically roaming
Monitor the Clearing House System (CHS) processes to guarantee the smooth running of the entire production engine. Timely follow-up. Escalate and respond, so that no SLA’s are missed and neither Syniverse nor Customer revenue is impacted. Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification, and
Experience, Education, And Certification
- Bachelor’s degree in computer science, electronics, or telecommunication, or equivalent experience.
- 0-2 years relevant professional experience in the areas of application operations support, technical customer support, problem management, relational databases, programming languages, and software development.
- Preferred Oracle certifications, OCA, SQL Server Certified Engineer
- Prior experience in Telecom Operations is preferred.