Ase Operations Support

2 months ago

Bengaluru Karnataka, India Syniverse Full time

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

Some of What You'll Do

Primary Duties and Responsibilities:
Technical & Operational Activities
- Serve as a technical consultant in recommending and implementing new technologies to meet the business needs as well as meet with vendors.
- Assist in evaluating Data Processing processes and cost estimates for implementation of approved approaches to requested system enhancements of new development.
- Provide instruction and training to technical resources to ensure work activities are on track and meets business needs.
- Seek and access innovative solutions to select products related to the current technology to be used as new standards in the product life cycle.
- Analyze the potential impact of enhancements to the existing systems
- Provide technical advice during product development and life cycle.
- Identify and recommend effective techniques to utilize during design, programming implementation and installation cycles.
- Assist in reviewing and refining user requirements for systems development and maintenance projects.
- Control production by monitoring system processes, working to resolve system issues and following established escalation procedures as required.
- Monitor, execute and support the operations installation of new software releases/updates into production by providing high-level technical guidance to operations personnel.
- Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction.
- Provide the technical expertise and system knowledge to support operations efforts as it relates to customers, problems, issues and concerns.

Reports
- Generate external requested reports, files, and documentation to support problem resolution, billing issues, and new revenue generation.
- Generate internal reports to support future business opportunity as well as analyze and give problem resolution to the following departments: Product Management, Client Relations, and Sales.

Analyze
- Identify, analyze and resolve tickets received from first level support.
- Provide input and feedback to Product Development in the form of TSG tickets to resolve customer problems, issues, and concerns that require production program changes.
- Control production by monitoring system processes, working to resolve system issues and following established escalation procedures as required.
- Provide the technical expertise and system knowledge to support operations efforts as it relates to customers, problems, issues and concerns

Test
- React on system related alarms, determine the causes and take actions to fix them.
- Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
- Control production by monitoring system processes, working to resolve system issues and following established escalation procedures as required.
- Execute the annual Disaster Recovery test.
- 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.

Job Requirements:

- Experience in the design, development and implementing of major Database structures
- Significant experience and a strong understanding of Oracle/SQL Server tools
- Prior experience in Technical Service industry will be an added advantage
- Responsible for dealing with International/Domestic Clients

Knowledge Requirements
- Working knowledge on LINUX and SQL
- Knowledge of ITIL V3 specifically event, incident, problem and change management.
- Knowledge on ticketing tools i.e. Remedy etc.
- Sound knowledge on network infrastructure (LAN & WAN)
- Monitoring tool i.e. Netcool
- Keep abreast of the latest developments in technology
- Proficient with Oracle9i - Oracle 11g SQL/SQL Server 2000 to SQL Server 2005 and all relateddatabase tools.
- Working knowledge of Linux
- Proficient with using Oracle Enterprise Manager
- Ability to communicate status updates to project team and management
- Ability to work independently as well as Team
- Good communication sk

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