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