Lead Incident Management Engineer

at  Syniverse

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
This position is primarily responsible for leading and coordinating resources, response, and communications during system and/or product outages or service degradations. As a member of the Incident Response Team, the Lead Incident Response Engineer is responsible for identifying and managing the team’s response to an incident. This position must have intimate knowledge of Syniverse products, systems, and infrastructure. When not responding to incidents, the Lead Incident Response Engineer is responsible for driving Root Cause Analysis and determining areas of improvement in process and procedure to prevent future incidents.
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Some of What You’ll Do
Scope of the Role:
Direct Reports: This is an individual contributor role with no direct reports
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Key Responsibilities

• Identifies and manages the response to incidents and coordinates resources during incident management.
• Leads incident support and Crisis Management calls and efforts to drive timely closure and resolution.
• Communicates incidents and their status to customers and executives providing detailed information regarding all aspects of the incident.
• Conduct continuous real-time proactive monitoring of customer impacts and communication during an event.
• Prioritize, manage, and own emerging and developing customer and systems issues from start to finish.
• Performs post incident analysis to identify the root cause and establish key areas of improvement in process, procedure, and systems.
• Develop and implement action plans or improvements to the Syniverse infrastructure to prevent future impact to operation.
• Leads projects and initiatives for the Incident Response Team.
• Continuously learns the Syniverse suite of products and infrastructure to understand their vulnerabilities and weaknesses to utilize this knowledge in the direction of response teams to the most likely fix areas to restore service quickly and effectively.

Experience, Education, and Certifications:

• BS/BA in Engineering, Computer Science or equivalent work experience
• 7+ of experience in an incident response team environment
• Experience in a customer support function
• Experience in ITIL or similar problem management functions
• Windows/Unix/Linux experience

Additional Requirements:

• Knowledge or certification in ITIL or related area preferred
• Advanced computer skills (Windows, MS Office products, Visio) as a user
• Cellular Switch experience a plus
• Previous experience with Network Management Systems a plus
• Must be able to work in a fast-paced multitasking technical and administrative environment
• The position requires 24x7x365 shift work. (i.e. 12 hour(s) and either day or night shifts and holidays)

• Multilingual skills are a plus.

• 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.
  Know someone at Syniverse?
  Be sure to have them submit you as a referral prior to applying for this position

• Identifies and manages the response to incidents and coordinates resources during incident management.
• Leads incident support and Crisis Management calls and efforts to drive timely closure and resolution.
• Communicates incidents and their status to customers and executives providing detailed information regarding all aspects of the incident.
• Conduct continuous real-time proactive monitoring of customer impacts and communication during an event.
• Prioritize, manage, and own emerging and developing customer and systems issues from start to finish.
• Performs post incident analysis to identify the root cause and establish key areas of improvement in process, procedure, and systems.
• Develop and implement action plans or improvements to the Syniverse infrastructure to prevent future impact to operation.
• Leads projects and initiatives for the Incident Response Team.
• Continuously learns the Syniverse suite of products and infrastructure to understand their vulnerabilities and weaknesses to utilize this knowledge in the direction of response teams to the most likely fix areas to restore service quickly and effectively