Network Operations Center
3 weeks ago
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
General Summary
The NOC IT Technician I will report to the Network Operations Center Manager and be responsible for providing Level 1 trouble isolation and repair for all Syniverse Global Applications, Products, Platforms, and Services.
Must be a strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7 coverage to respond to customer and internal Syniverse issues, be flexible to work beyond stipulated hours.
Some of What You'll Do
Duties and Responsibilities:
- Help 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.
- Troubleshoot and isolate incidents with vendors and service providers. Escalate according to Syniverse NOC processes.
- Single point of contact for all customer and vendor communications and escalations.
- Use IT Standard Operating Procedures (SOP), Work Instructions (WI) and Server support documentation for the Network Operations Center (NOC).
- Analyze and report and act upon/resolve alerts generated by the monitoring tools
- Act as first line of contact for all Trouble Ticket issues, and maintain the shift logs
- Follow-up on change requests, incidents/Break-fixes and perform other scheduled activities within the SLA requirements. Facilitation of maintenance via internal correspondence and or bridges.
- Work closely with Tier-II and Tier-III counterparts to resolve and close events/incidents.
- Provide input to shift reports and coordinate handover of incomplete activities to the to the oncoming shift.
Job Requirements:
- Bachelor’s Degree in Computer Science or Information Systems Management. A combination of education, technical education, and relevant experience will be considered.
- Strong technical skills in the configuration, installation, and troubleshooting of Microsoft Windows (all versions), Linux/Unix, SQL, Telnet clients, SSH clients, Antivirus software, TCP/IP, and imaging.
- Familiarity with the following tools and processes (experience a plus):
- ITIL V3 (specifically event, incident, problem and change management).
- Network infrastructure (LAN & WAN)
- NMS (Network Monitoring Solution) tools (i.e. Netcool)
- Oracle9i - Oracle 11g SQL/SQL Server 2000 to SQL Server 2005 and all related database tools
- Oracle Enterprise Manager
- Desktop security and standards (security/networking)
- Experience using remote desktop management tools, such as LANDesk Management Suite.
- Working knowledge of local area networks and network administration.
- IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, WINS, DHCP, DNS, and TCP/IP.
- Virtual Desktop Infrastructure or Virtual Application technology (e.g. VMWare, Citrix).
- Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients
- Excellent analytical and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.
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?
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