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Syniverse Technologies hiring System Analyst II

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 of a more detailed nature requiring analysis and research.

Principal Duties and Responsibilities:

        1. System Engineer Trainee
        2. Technical & Operational Activities
        3. Identify, analyze and resolve the assigned tickets
        4. Innovative problem solving & lateral thinking
        5. Root cause the problems and find appropriate solutions
        6. Ability to understand the customer requirement through the available documents
        7. Meet the SLA guidelines: Timely Follow-up. Escalate, and resolve the tickets on time
        8. Active Participation in the ticket review and ensure the appropriate solution is provided
        9. Provide Technical support and demonstrate the Expertize in the specific work area
        10. Ability to prioritize the Tasks based on the business needs
        11. Documentation on the newly discovered solutions
        12. End to End System knowledge and act as SME
        13. Participate in the new initiatives for providing technical solutions
        14. Oracle/SQL Server database admin activities for Development/QA eng.
        15. Refresh production data on to Development/QA/UAT environments
        16. Support DBA specific configuration management activities (RVL kits/builds)
        17. Developing production ready solution support scripts
        18. Understand the customer requirement through the available documents
        19. Meet the SLA guidelines: Timely Follow-up. Escalate, and resolve the tickets
        20. Reports
        21. Status report on the activities performed as per the management requirement
        22. Ability to analyze the metrics and identify the possible reasons for any achievements or deviations
        23. Ability to suggest advanced reporting to depict the performance of the project (e.g. SLA adherence, Quality adherence)
        24. Ability to prepare presentation to the Executive Management
        25. Attending project team meetings, generating input/deliverables for DBA activities

DATANET & TECHNOLOGY OPERATIONS

        1. Monitoring
        2. Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs
        3. Monitoring of connectivity to upstream and downstream applications
        4. Monitoring of connectivity to databases
        5. Application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs
        6. Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support.
        7. 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.
        8. Provide shift turnovers of current issues and activities
        9. Provide regular status reports
        10. Troubleshooting
        11. Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction.
        12. Error research based on the warnings, errors available in the production logs
        13. Operations activities
        14. Validating the test files
        15. Create and follow up on trouble tickets with respective teams
        16. Send routine reports and emails to the designated recipients
        17. Participate on a rotation pager schedule that provides system support and critical production support on a 24 X 7 basis, 365 days/year

Associate System Engineer-I will have the following added responsibilities:

        1. Interaction with customer independently
        2. Assisting first level support team in product and systems technical details, management of issues and all aspects of the respective role
        3. Following established escalation procedures as required.
        4. Execute the annual Disaster Recovery test.
        5. In-depth knowledge of reports/reporting tools and be a subject matter expertise.
        6. Provide best-in-class customer service and resolution to customer queries
        7. Ability to manage multiple issues of differing stages of investigation and priority without assistance.
        8. Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services

Functional Disciplines:

        1. IOT: Ability to implement Discount and AA14 based IOT and do QC before moving tariff into production environment. Analyze the stopped file and take appropriate action. Respond to customer queries with detail information and handling customer request through SR. Daily processing of TAP files stopped due to tariff deviation. Interact with Customer support team and provide technical expertise to resolve critical customer queries. Update AA14 document for all Syniverse RMS customer and provide technical help to the customer. Facilitate UAT during migration of new customer
        2. IREG: Knowledge about Software testing [Writing test cases, test execution, test report]. Awareness about the Mobile network communication, Architecture knowledge about GSMA, IREG standards. Ability to troubleshoot the network configuration issues and identify the problem. Thorough understanding 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
        3. 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 on any industry standard TAP testing tools. Knowledge on billing & mediation. Knowledge on GSMA standards, specifically roaming
        4. CHS: 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 error handling. Monitor the process of sending and receiving the Outstanding File Reports (OFR). Validate deviations reported in OFRs from other DCHs. Raise disputes to other DCHs for wrong RAP files received, as per GSMA guidelines. Recycle erroneously rejected records. Report Software bugs to Technical Development. Track of new releases in GSM Industry.
        5. TAP/RAP: Analysis of RAP/Tap files received from other Data Clearing Houses (DCH). Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification and error handling. Raise and Handle disputes to other DCHs for wrong RAP files received. Report Software bugs to Technical Development. Monitor processes for RAP related applications (like RAPMGR). Provide input for the improvement of the RAP processes and co-operate with the team in developing new Clearing House applications (RAP related). Monitor the process of sending and receiving the Outstanding File Reports (OFR).Validate deviations reported in OFRs from other DCHs. Recycle erroneously rejected records. Track of new releases in GSM Industry
        6. Monitor the Exchange rates, Tax rates, contact the other DCHs in case of wrong rates. AA14/R21: Updating of the changes in AA14 and IR21.Handling DCH or FCH Changes b/w any DCH or FCH’s providing updates to dependents teams and Creating Invitation for successful Migration’s. Handling Tap Version changes and Creating Invitation to the dependent teams and Follow-up with them on the completion. Providing Input to IOT Team for the IOT Changes, as per AA14.Maintaining of the AA14’s in Central Repository. Configuring Secure ID User in Database Net Op and OMA for Customers. Track of new releases in GSM Industry.
        7. BCC: The primary responsibility is to monitor all operational issues/incidents through different monitoring tools, dashboards etc. and ensure all issues/incidents are restored within the agreed SLA by responding internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.
        8. DATANET & TECHNOLOGY OPERATIONS: 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.
        9. DBA: Responsibilities include the organization, installation and assessment of enterprise relational database management system software across multiple database environments, with a primary focus on Oracle/Microsoft SQL Server. This includes database design, creation, maintenance, backup and recovery, performance tuning and installing new database software releases. Environments supported include development, system test, UAT.

Requirements:

        1. System Engineer Trainee:
        2. 0-1 year relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
        3. Bachelor degree in computer science, electronics or telecommunication
        4. Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer
        5. Responsible for dealing with International/Domestic Clients

Knowledge Requirements:

        1. Basic knowledge on UNIX,WINDOWS, Solaris & SQL
        2. Knowledge of Oracle/SQL Server tools
        3. Knowledge of ITIL V3 specifically event, incident, problem management.
        4. Knowledge on ticketing tools i.e. Remedy etc.
        5. Basic network infrastructure knowledge (LAN & WAN)
        6. Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.
        7. Hands on experience in file operations
        8. Hands on experience and knowledge on system processes
        9. Ability to communicate status updates to project team and management
        10. Ability to work independently as well as Team
        11. Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.

Associate System Engineer I:

        1. 1-2 years of relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
        2. Bachelor degree in computer science, electronics or telecommunication
        3. Certification on operating systems/ databases
        4. Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer
        5. Working technical experience with designing, building, installing, configuring, and supporting Unix servers and storage servers and management software
        6. The ability to build strategic relationships within the organization and with all levels.

Knowledge Requirements:

        1. Basic knowledge on UNIX,WINDOWS, Solaris and SQL
        2. Knowledge of Oracle/SQL Server tools
        3. Knowledge of ITIL V3 specifically event, incident, problem management.
        4. Knowledge on ticketing tools i.e. Remedy etc.
        5. Basic network infrastructure knowledge (LAN & WAN)
        6. Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.
        7. Hands on experience in file operations
        8. Hands on experience and knowledge on system processes
        9. Ability to communicate status updates to project team and management
        10. Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients
        11. Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
        12. Strong troubleshooting and error analysis skills.

QUALIFICATION CRITERIA

Experience : 0 – 2 yrs
Salary : Not specified
Job Location : Bengaluru
Qualification : B.Tech/B.E/ Any Postgraduate

COMPANY DETAILS

Company Name : Syniverse Technologies
Company Address : NA
Company Profile :Syniverse Technologies, an industry pioneer and innovator for more than 20 years, is committed to simplifying the business and technical complexities of mobile communications.
With offices around the globe that focus on intensive customer services and technological evolution, we are ideally positioned to help you take advantage of the transformative opportunities resulting from the growing pervasiveness and sophistication of wireless communication. Our expertise and solutions means well over a billion subscribers worldwide can count on receiving seamless service wherever they go. From data and financial clearing services to global wireless data connectivity and interoperability to advanced messaging, we deliver the solutions that allow you to efficiently and profitably offer the endless possibilities of mobile voice, data, video, music and content to your customers. Moreover, our pro-active participation in a wide range of industry organizations and associations ensures we are helping to develop global standards and policies instead of merely reacting to them. You can count on Syniverse solutions being fully compliant with the latest industry requirements. As technology evolves and complexities in the wireless industry keep growing, we will continue to serve as the industry’s dynamic go-to communications service provider. We stand ready to help you solve new challenges, discover new revenue sources and deliver the next exciting possibilities to your customers. Syniverse…

        1. Connects more than 800 communications providers and businesses in over 160 countries.
        2. Reaches more than 1.7 billion mobile subscribers globally.
        3. Moves trillions of mobile messages across the world’s networks each year.
        4. Provides services to the world’s top companies, including the top 10 operators in North America and nine of the top 10 globally.
        5. Enjoys a 20+ year track record of growth, innovation and success solving the mobile industry’s business and technical complexities.
        6. Believes in customer service and proves it with a 99% customer retention rate.
      Click here to Apply

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