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 :
An experienced contributor responsible for providing technical solutions to exceptionally difficult problems. As the second 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
Principal Duties and Responsibilities :
Assist in the development and execution of product plans and releases and coordinate data center resources.
Monitor production performance by performing benchmarking and research while initiating actions to improve results and / or problem correction.
Assist engineers in monitoring system processes and resolving system abends.
Assist in reviewing operations installation of new software released / updates into production.
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 analyzing and giving problem resolution to the following departments : Product Management, Client Relations, and Sales.
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.
Develop and implement documentation and procedures to accurately monitor production applications on a daily basis.
Daily interaction with customers, billing vendors and other clearinghouses to ensure issues are resolved within the commitment time.
Identify, analyze and resolve tickets received from first level support.
Review application processes and investigate failures.
Act as customer advocate to ensure fixes and / or enhancements are added to releases.
Review changes to documentation and prepare for support.
Attend requirements gathering and design reviews to provide input.
Provide internal training.
Establish and conduct production test scenarios and document results.
Consult with engineers / developers to resolve application problems if necessary.
In-depth knowledge of reports / reporting tools.
Language support for International Customers.
Provide pager support for production on a 24 X 7 basis. 365 days / year.
Job Requirements :
Required Technical Skills
BS in Computer Science, Information Systems or related field or equivalent work experience
Basic telecommunications and wireless industry knowledge.
Working knowledge of IBM operating systems and products or equivalent of TSO. JCL, ISPF, File-Aid, NDM / FTP, Clist, ESP, and Express Delivery.
Required Interpersonal Skills
Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients.
Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
Strong prioritization skills in a fast paced, time sensitive environment.
Good interpersonal skills
Good control and follow-up skills
Good decision making skills
Ability to excel in a team environment is essential under limited supervision.
Required Project Management Skills
Project time reporting.
Identification of task and associated hours.
Working Conditions :
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.