JOB: Jr System Assistant Operations Support At Syniverse

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Job Profile Summary
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 NN