Syniverse Operations Analyst
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 challenging 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 the 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
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 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.
Additional Requirements
- 24/7/365 helpdesk support, system monitoring, application support, and willing to work in shifts
- Ability to communicate status updates effectively to the project team and management.
- Ability to work independently as well as in a team environment.
- Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation, and familiarity with testing and troubleshooting techniques.
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 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 before applying for this position.