SE Incident Management
Syniverse
India
49d ago

A career level contributor responsible for providing technical solutions to exceptionally difficult problems. As the third 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.

Technical & Operational Activities

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 through the available documents

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 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 / UAT environment.

Capable of refresh production data on to Development / QA / UAT environments

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

Developing production ready solution support scripts

Troubleshoot connectivity issues to the database

Reports & Processes

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

Ability to prepare presentation to the Executive Management

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

Review project team meeting outputs, plan DBA activities

Leadership

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.

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 HPSM 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

Trouble ticket management using HPSM and resolution within company set guidelines

Starting and stopping of the applications after making sure that it is not affecting any critical milestones or stopping any of the running tasks abruptly

Providing severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.

Crisis management and crisis bridge facilitation

Troubleshooting

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

Prioritize the production issues by analyzing the logs, database entries and processes

Provide the required data to the support team for further analysis

Compare and analyze with previously occurred issues and narrow down the root cause

Understand the dependencies.

Resolve simple production situations

Validating the test files

Create and follow up on trouble tickets with respective teams

Escalate to the respective teams if the trouble tickets are not resolved

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

Perform User Acceptance Test in the production environment and perform relevant error research

Provisioning of new configurations, customer information

Develop work around scripts for managing a production issue

Develop and maintain scripts for managing routine activities

Execute the annual Disaster Recovery test and analyze results

Share knowledge and best practices with other company personnel.

Pre / post SOAK activity for Application servers

Understand the method of procedures and implement them in Staging and production environment

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

Trouble ticket management and resolution within company set guidelines

Starting and stopping of the applications after making sure that it is not affecting any critical milestones or stopping any of the running tasks abruptly

Providing severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.

Crisis management and crisis bridge facilitation

Troubleshooting

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

Prioritize the production issues by analyzing the logs, database entries and processes

Provide the required data to the support team for further analysis

Compare and analyze with previously occurred issues and narrow down the root cause

Understand the dependencies.

Resolve simple production situations

Validating the test files

Create and follow up on trouble tickets with respective teams

Escalate to the respective teams if the trouble tickets are not resolved

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

Perform User Acceptance Test in the production environment and perform relevant error

research

Provisioning of new configurations, customer information

Develop work around scripts for managing a production issue

Develop and maintain scripts for managing routine activities

Execute the annual Disaster Recovery test and analyze results

Share knowledge and best practices with other company personnel.

Releases

Pre / post maintenance validations

Understand the method of procedures and implement them in production environment

Write method of procedure steps and input RSS details

  • Associate Lead Engineer will have the following added responsibilities :
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role

    Participate in the new initiatives for providing technical solutions

    Ability to suggest advanced reporting to depict the performance of the project (e.g. SLA adherence, Quality adherence)

    Work estimation based on the past project data and metrics

    Effective resource utilization, optimization

    Control production by monitoring system processes, working to resolve system issues and 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.

    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.

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

    Oracle / SQL Server database administration activities for production environment.

    Perform Oracle / SQL Server software maintenance (server, client, patches)

    Root cause the problems and find appropriate solutions

    Troubleshoot issues impacting production operations

    Perform data retention / archival process on production databases

    Open and manage service requests with Oracle / Microsoft

    Gather input into production RCA on issues

    Respond to monitoring alerts & alarms under predefined procedures polices

    Conduct Production on-call support activities

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

    End to End System knowledge and act as SME

    Participate in the new initiatives for providing technical solutions

    Sr System Engineer II

    Minimum 4-5 years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.

    Minimum 4-5 years Software Engineering experience, including 3 years as a Database Administrator

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

    Bachelor degree in computer science, electronics or telecommunication

    Knowledge on one or more operating systems.

    Knowledge on one or more relational databases

    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

    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

    Working knowledge on UNIX,WINDOWS, Solaris and SQL

    Experience in use of Oracle / SQL Server tools

    Experience in producing operational and procedural documentation to a high standard

    Skilled with standard SQL and Oracle specific SQL constructs

    Experience with PL / SQL, triggers, stored procedures, SQL tuning

    Table and index space management

    Basic knowledge of monitoring and administration tools and utilities (OEM Grid Control)

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

    Knowledge on ticketing tools i.e. Remedy etc.

    Sound knowledge on network infrastructure (LAN & WAN)

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

    At least 3 years of good experience in Unix environment and advanced SQL commands

    Strong on experience in file operations

    At least one year experience in automation

    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

    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 troubleshooting and error analysis skills

    Monitoring tool Knowledge i.e. HPOV, NNM etc

    Knowledge on ticketing tools i.e. HPSM etc.

    Associate Lead Engineer

    5-6 years of relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.

    5-6 years Software Engineering experience, including 4+ years as a Database Administrator

    Preferred Oracle certifications-OCP, OCA, Certified Training

    Working technical experience with designing, building, installing, configuring, and supporting Oracle / SQL Server and storage servers and management software

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

    Bachelor degree in computer science, electronics or telecommunication

    Knowledge on one or more operating systems.

    Knowledge on one or more relational databases

    Certification on operating systems and databases (Preferred)

    Prior experience in Technical Service industry will be an added advantage

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

    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

    Good working knowledge on UNIX,WINDOWS OS, SUN Solaris, UNIX Shell Scripting and SQL

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

    Knowledge on ticketing tools i.e. Remedy etc.

    Sound knowledge on network infrastructure (LAN & WAN)

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

    Storage management knowledge

    Working knowledge of database backup and recovery procedures

    Capable of working in a team environment

    Working knowledge of product lifecycle methodologies

    Working knowledge of client / server architecture

    Understanding of process management concepts

    At least 5 years of strong experience in Unix environment and advanced SQL commands

    At least 2 years of automation experience

    At least 1 year experience in managing releases and maintenances

    Strong experience in file operations

    Good experience on system processes

    Ability to communicate status updates to project team and management

    Ability to work independently as well as Team

    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 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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