System Engineer I
Syniverse
India
8d ago

A developing contributor responsible for providing technical solutions to exceptionally difficult problems. As the entry 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.

System Analyst II

Technical & Operational Activities

Identify, analyze and resolve the assigned tickets

Innovative problem solving & lateral thinking

Root cause the problems and find appropriate solutions

Ability to understand the customer requirement through the available documents

Meet the SLA guidelines : Timely Follow-up. Escalate, and resolve the tickets on time

Active Participation in the ticket review and ensure the appropriate solution is provided

Provide Technical support and demonstrate the Expertize 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 eng.

Refresh production data on to Development / QA / UAT environments

Support DBA specific configuration management activities (RVL kits / builds)

Developing production ready solution support scripts

Understand the customer requirement through the available documents

Meet the SLA guidelines : Timely Follow-up. Escalate, and resolve the tickets

Reports

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 (e.g. SLA adherence, Quality adherence)

Ability to prepare presentation to the Executive Management

Attending project team meetings, generating input / deliverables for DBA activities

MNP Operations

Helpdesk Operational Activities

Clear and concise written and spoken communications for queries raised by PAN India Service Provider,DOT,TERMCELL,LEA (Lawful Enforcement Agencies) via emails, call, process / procedures

Log, analyze and resolve the Helpdesk tickets

Meet the SLA guidelines : Timely Follow-up. Escalate, and resolve the tickets

Ability to understand the customer requirement through the available documents

Participation in the ticket review and ensure the appropriate solution is provided

24 / 7 / 365 operation and will require shift work

Respond to monitoring alerts & alarms under predefined procedures polices

Provide shift turnovers of current issues and activities

Root cause the problems and find appropriate solutions

Interaction with customers independently

Provide Technical Support

End to End MNP System knowledge and act as SME

Participate on a rotation pager schedule that provides system support and critical production support on a 24 X 7 basis, 365 days / year

System Monitoring

Continuous monitoring of alerts via HPOV, via email that includes MNP Applications, PR and DR servers health check, resource utilization, disk space etc.

Continuous monitoring of alerts via NNM for Operators Connectivity

Continuous monitoring of alerts via NNM that includes network equipments(routers, firewall, load balancers. switches)

Monitoring of connectivity to databases,

Use alarm monitoring tools (HPOV, NNM), interpret the condition being alarmed, resolve and / or escalate to the next level support.

Validate the reports generated by the system properly

Perform MNP Operators Link Monitoring.

24 / 7 / 365 System Monitoring and will require shift work

Reports & Procedures

Validating the Health Check reports

Status report on the activities performed as per the management requirement

Documentation, process improvement

Training and skills enhancement on new technologies, paradigms

Stretch objectives & continuous improvement initiatives

DATANET & TECHNOLOGY OPERATIONS

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 Remedy 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

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

Operations activities

Validating the test files

Create and follow up on trouble tickets with respective teams

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

System Engineer I will have the following added responsibilities :

Interaction with customer independently

Assisting first level support team in product and systems technical details, management of issues and all aspects of the respective role

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.

Provide best-in-class customer service and resolution to customer queries

Ability to manage multiple issues of differing stages of investigation and priority without assistance.

Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services

Functional Disciplines : IOT :

IOT :

Ability to implement Discount and AA14 based IOT and do QC before moving tariff into production environment. Analyze the stopped file and take appropriate action.

Respond to customer queries with detail information and handling customer request through SR. Daily processing of TAP files stopped due to tariff deviation.

Interact with Customer support team and provide technical expertise to resolve critical customer queries. Update AA14 document for all Syniverse RMS customer and provide technical help to the customer.

Facilitate UAT during migration of new customer

IREG :

Knowledge about Software testing Writing test cases, test execution, test report . Awareness about the Mobile network communication, Architecture knowledge about GSMA, IREG standards.

Ability to troubleshoot the network configuration issues and identify the problem. Thorough understanding on the tests required for Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G.

Hands on experience in Ticketing Tool. Thorough knowledge of MSC configuration. Knowledge about Probes, remote testing tools

TADIG / CCA :

Understanding of Call records for all the service types (Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G).Understanding of IOT, AA.

14.Hands on experience in TAP editor, TADIG standards. Hands on experience on any industry standard TAP testing tools. Knowledge on billing & mediation.

Knowledge on GSMA standards, specifically roaming

CHS :

Monitor the Clearing House System (CHS) processes to guarantee the smooth running of the entire production engine. Timely follow-

up. Escalate and respond, so that no SLA's are missed and neither Syniverse nor Customer revenue is impacted. Analysis of alarms raised by CH System during the validation of TAP / Rap files, problem identification and error handling.

Monitor the process of sending and receiving the Outstanding File Reports (OFR). Validate deviations reported in OFRs from other DCHs.

Raise disputes to other DCHs for wrong RAP files received, as per GSMA guidelines. Recycle erroneously rejected records.

Report Software bugs to Technical Development. Track of new releases in GSM Industry.

TAP / RAP :

Analysis of RAP / Tap files received from other Data Clearing Houses (DCH). Analysis of alarms raised by CH System during the validation of TAP / Rap files, problem identification and error handling.

Raise and Handle disputes to other DCHs for wrong RAP files received. Report Software bugs to Technical Development. Monitor processes for RAP related applications (like RAPMGR).

Provide input for the improvement of the RAP processes and co-operate with the team in developing new Clearing House applications (RAP related).

Monitor the process of sending and receiving the Outstanding File Reports (OFR).Validate deviations reported in OFRs from other DCHs.

Recycle erroneously rejected records. Track of new releases in GSM Industry

Monitor the Exchange rates, Tax rates, contact the other DCHs in case of wrong rates.

AA14 / R21 :

Updating of the changes in AA14 and IR21.Handling DCH or FCH Changes b / w any DCH or FCH's providing updates to dependents teams and Creating Invitation for successful Migration's.

Handling Tap Version changes and Creating Invitation to the dependent teams and Follow-up with them on the completion. Providing Input to IOT Team for the IOT Changes, as per AA14.

Maintaining of the AA14's in Central Repository. Configuring Secure ID User in Database Net Op and OMA for Customers. Track of new releases in GSM Industry.

BCC :

The primary responsibility is to monitor all operational issues / incidents through different monitoring tools, dashboards etc.

and ensure all issues / incidents are restored within the agreed SLA by responding internal / external calls, mails, raising tickets, troubleshooting, follow up and escalations.

Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.

DATANET & TECHNOLOGY OPERATIONS :

Ability to understand product functional and architecture. Follow the standard operating procedure established. Escalate issues to the next level.

Follow up on open issues. Manage seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of production environment and to provide solution for the production issues.

DBA :

Responsibilities include the organization, installation and assessment of enterprise relational database management system software across multiple database environments, with a primary focus on Oracle / Microsoft SQL Server.

This includes database design, creation, maintenance, backup and recovery, performance tuning and installing new database software releases.

Environments supported include development, system test, UAT.

MNP HELPDESK :

The primary responsibility is to log incidents through HPSM tools and ensure all issues / incidents are restored within the agreed SLA by responding internal / external calls, mails, raising tickets, troubleshooting, follow up and escalations.

Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.

MNP OPERATIONS :

Ability to understand MNP product functions and architecture. Follow the standard operating procedure established. Escalate issues to the next level.

Follow up on open issues. Perform seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of MNP production and disaster environment using HPOV and NNM alert monitoring tools.

System Analyst II

0-1 year relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.

Bachelor degree in computer science, electronics or telecommunication

Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer

Responsible for dealing with International / Domestic Clients

Prior experience in Telecom Operations will be an added advantage

24 / 7 / 365 helpdesk support ,system monitoring, application support and willing to work in shift

Knowledge Requirements

Basic knowledge on UNIX,WINDOWS, Solaris & SQL

Knowledge of Oracle / SQL Server tools

Knowledge of ITIL V3 specifically event, incident, problem management.

Knowledge on ticketing tools i.e. Remedy etc.

Basic network infrastructure knowledge (LAN & WAN)

Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.

Hands on experience in file operations

Hands on experience and knowledge on system processes

Ability to communicate status updates to project team and management

Ability to work independently as well as Team

Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.

Monitoring tool Knowledge i.e. HPOV, NNM etc

Knowledge on ticketing tools i.e. HPSM etc.

System Engineer I

1-2 years of relevant professional experience in the areas of application support, technical customer support, NOC Support, application support, problem management, relational databases, programming languages, software development.

Bachelor degree in computer science, electronics or telecommunication

Certification on operating systems / databases

Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer

Working technical experience with designing, building, installing, configuring, and supporting Unix servers and storage servers and management software

The ability to build strategic relationships within the organization and with all levels.

Knowledge Requirements

Basic knowledge on UNIX,WINDOWS, Solaris and SQL

Knowledge of Oracle / SQL Server tools

Knowledge of ITIL V3 specifically event, incident, problem management.

Knowledge on ticketing tools i.e. Remedy etc.

Basic network infrastructure knowledge (LAN & WAN)

Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.

Hands on experience in file operations

Hands on experience and knowledge on system processes

Ability to communicate status updates to project team and management

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 troubleshooting and error analysis skills

Knowledge on ticketing tools i.e. HPSM etc.

Monitoring tool Knowledge i.e. HPOV, NNM etc.

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