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Engineer Customer Operations

  • 0 yrs
  • $ Not Disclosed / YEAR

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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 lead level contributor responsible for providing technical solutions to exceptionally difficult problems. As the senior 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
Engineer Customer Operations

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 lead level contributor responsible for providing technical solutions to exceptionally difficult problems.  As the senior 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.What You’ll Do

Technical & Operating Processes (25%)

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

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 

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

Analyze requirements and prioritize requests. Communicate with users and requestors to clarify requirements. Create programs and/or processes to satisfy requests.

Participate in design and review of changes to database design to ensure changes meet required functional and performance requirements

Perform Oracle Database/SQL Server Administration during all phases of development, system test and production cycles. 

Design logical and physical databases or reviews description of changes to database design to understand how changes to be made affect physical database

Create and manage DTS packages, SSIS packages, triggers, and stored procedures, views and SQL transactions.

Plan and assist with SQL server builds and configuration.

Install and use Oracle Enterprise Manager, Oracle Net Manager and the Oracle Net Configuration assistant to configure networking

Organize, install, and assess enterprise relational database management system (RDBMS) software across multiple database environments. 

Leadership (25%)

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.

MNP Operations (25%)

Monitoring and managing systems/service performance to meet 99.95% uptime.

Conduct RCA?s and be part of peer reviews for RCA?s

Capacity planning of system on quarterly basis

Create and Maintain Dashboard for every operational activities

Automation ?Redundant tasks to be automated, MIS reports or System monitoring etc

Manage team to ensure 99.95% resources availability is maintained

Business Continuity

Customer Satisfaction

SLA monitoring, management of SLA?s to ensure 99.95% service uptime is met

Improve time span required to address tickets and closure

Be part of meetings held at DoT/TRAI/COAI/AUSPI

Proactive communication with TRAI on dealing with customer impacting issues

Implementation

Be part of the release upgrade and drive configuration management process

Testing of new releases

Preparation of MOP and actively participate in every release upgrade

Analysis of SOAK Testing data and sharing RCA?s when required.

Management Responsibilities (25%)

Approximate # of Direct and Indirect Reports 4-5

Employee engagement programs to ensure resources are fully utilized

Regular one-on-one meetings with team members

Groom next level of leaders, focus on the C?s and E?s

Maintain work-life balance.

Performs additional duties and special projects as assigned.

The qualifications we are looking for are considered a mix of work experience and education.

Minimum Qualifications:
Minimum 6-8 years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
5+ years as a Database Administrator and in areas of technical support, problem management, relational databases, programming languages, software development.
Experience in the design, development and implementing of major Database structures
Significant experience in developing Oracle applications and a strong understanding of Oracle/SQL Server tools 
Excellent scripting knowledge.

Additional Qualifications:
Certification on operating systems and databases (Preferred)
Prior experience in Technical Service industry will be an added advantage
Responsible for dealing with International/Domestic Clients
Bachelor’s degree in computer science, electronics or telecommunication
Strong Knowledge on one or more operating systems. 
Strong Knowledge on one or more relational databases
Knowledge on general database administration 
Soft Skills:
Very Good in verbal and written communication 

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.
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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.
PandoLogic. Keywords: Customer Support Engineer, Location: Fort Lauderdale, FL - 33317



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