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 A career level contributor responsible for providing technical solutions to exceptionally difficult problems. As the third 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 Primary Duties and Responsibilities: Technical & Operational Activities. Identify, analyze and resolve the assigned tickets. Innovative problem solving & lateral thinking. Root cause the problems and find appropriate solutions. Interaction with customer independently. Ability to understand the customer requirement through the available documents. Meet the SLA guidelines: Timely Follow-up. Escalate, and resolve the tickets. 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. Participate in the new initiatives for providing technical solutions. Oracle/SQL Server database admin activities for Development/QA/UAT environment. Capable of refresh production data on to Development/QA/UAT environments. Support DBA specific configuration management activities (RVL kits/builds). Developing production ready solution support scripts. Troubleshoot connectivity issues to the database. Reports & Processes 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. Ability to suggest advanced reporting to depict the performance of the project. Ability to prepare presentation to the Executive Management. Attending project team meetings, generating input/deliverables for DBA activities. Review project team meeting outputs, plan DBA activities. Leadership Work estimation based on the past project data and metrics. Stakeholder management & relationship building. Thorough understanding on the life cycle of the ticket. Work assignment and monitoring the progress. Process Improvement suggestions & improve quality of deliverables. Participation in Technical & Management Reviews. Effective resource utilization, optimization. Participation in Customer communication reviews. Provide Couching and Periodic feedback to the reports. Ability to prepare the project plan, monitor and deliver on time. Thorough understanding of Risk Management Plan. Build SME through cross-functional training. Interaction with multiple locations. Identify trainings, Knowledge Transfer and track the training for completeness. Action plan and execution for the feedback received from customer. Performance appraisal for the team. Identify the strengths and weakness. Tools/ Techniques Ability to identify new tools and techniques to improve the productivity and quality. Thorough understanding about Requirement Management tools, Ticket tracking tools, Change Management tools etc. 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 HPSM 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. Trouble ticket management using HPSM and resolution within company set guidelines. Starting and stopping of the applications after making sure that it is not affecting any critical milestones or stopping any of the running tasks abruptly. Providing severity and scope analysis of issues, inquiries and requests maintaining ownership until resolution. Crisis management and crisis bridge facilitation. Troubleshooting 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. Prioritize the production issues by analyzing the logs, database entries and processes. Provide the required data to the support team for further analysis. Compare and analyze with previously occurred issues and narrow down the root cause Understand the dependencies. Resolve simple production situations. Operations activities Validating the test files. Create and follow up on trouble tickets with respective teams. Escalate to the respective teams if the trouble tickets are not resolved. 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. Perform User Acceptance Test in the production environment and perform relevant error research Provisioning of new configurations, customer information. Develop work around scripts for managing a production issue. Develop and maintain scripts for managing routine activities. Execute the annual Disaster Recovery test and analyze results. Share knowledge and best practices with other company personnel. Pre/post SOAK activity for Application servers. Understand the method of procedures and implement them in Staging and production environment. Releases Pre/post maintenance validations. Understand the method of procedures and implement them in production environment. Write method of procedure steps and input RSS details. .Associate Lead Engineer will have the following added responsibilities: Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role. Participate in the new initiatives for providing technical solutions. Ability to suggest advanced reporting to depict the performance of the project (e.g. SLA adherence, Quality adherence). Work estimation based on the past project data and metrics. Effective resource utilization, optimization. Control production by monitoring system processes, working to resolve system issues and 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. Continuous process improvements & implementation. Provide best-in-class customer service and resolution to customer queries. Ability to manage multiple issues of differing stages of investigation and priority. Work with product developers to assess and create product alterations and contribute to long term solutions. Support and ownership of complex software solution issues, debugging to product and component/configuration level. Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services Oracle/SQL Server database administration activities for production environment. Perform Oracle/SQL Server software maintenance (server, client, patches). Root cause the problems and find appropriate solutions. Troubleshoot issues impacting production operations. Perform data retention/archival process on production databases. Open and manage service requests with Oracle/Microsoft. Gather input into production RCA on issues. Respond to monitoring alerts & alarms under predefined procedures polices. Conduct Production on-call support activities. Participation in the ticket review and ensure the appropriate solution is provided. End to End System knowledge and act as SME. Participate in the new initiatives for providing technical solutions. - 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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