SSE Operations Support 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
The Sr Operations Engineer provides technical solutions to exceptionally difficult problems. This role will address day-to-day customer issues, application issues, problems and concerns that are detailed and complex in nature, requiring analysis and research. This position will install, configure, operate and evolve common infrastructure such as the network, servers, and external services (e.g. the cloud).
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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

Key Responsibilities:

• Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status.
• Analyze requirements and prioritize requests. Communicate with users and requestors to clarify requirements. Create programs and/or processes to satisfy requests.
• Participate in design and review of changes to database design to ensure changes meet required functional and performance requirements
• Install, monitor, maintain, support, and optimize all production server hardware and software.
• Create, track and report metrics for capacity planning. Analyze current capacity and provide recommendations. Participate with database capacity planning, benchmarks.
• Participate in the ticket review process and provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
• Analyze metrics and identify the possible reasons for any achievements or deviations.
• Action plan and execute for the feedback received from customers.
• Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs.
• 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.
• 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.
• Perform User Acceptance Test in the production environment and perform relevant error research.

Experience, Education and Certification:

• Bachelor degree in computer science, electronics or telecommunication or equivalent work experience.
• 5+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
• Certification on operating systems and databases (Preferred)

Additional Requirements:

• 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.

• 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

Scope of the Role:

• Direct Reports: This is an individual contributor role with no direct report

Key Responsibilities:

• Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status.
• Analyze requirements and prioritize requests. Communicate with users and requestors to clarify requirements. Create programs and/or processes to satisfy requests.
• Participate in design and review of changes to database design to ensure changes meet required functional and performance requirements
• Install, monitor, maintain, support, and optimize all production server hardware and software.
• Create, track and report metrics for capacity planning. Analyze current capacity and provide recommendations. Participate with database capacity planning, benchmarks.
• Participate in the ticket review process and provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
• Analyze metrics and identify the possible reasons for any achievements or deviations.
• Action plan and execute for the feedback received from customers.
• Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs.
• 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.
• 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.
• Perform User Acceptance Test in the production environment and perform relevant error research