Incident Management Engineer
Job Description
- Cellular Switch experience
- Previous experience with Network Management Systems
- Multilingual skills
- Identifies and responds to incidents and coordinates resources during incident management.
- Communicate incidents and their status to customers and executives.
- Conduct continuous real-time proactive monitoring of customer metrics.
- Prioritize, manage, and own emerging and developing customer issues from start to finish.
- Performs post incident analysis to document root cause and identify improvement areas.
- Collaborate with key stakeholders across Syniverse to improve customer experience.
- Recommend action plans or improvements to Syniverse infrastructure.
- Continuously learn Syniverse products and infrastructure to understand vulnerabilities.
- BS/BA in Engineering, Computer Science or equivalent work experience.
- 3-5 years of experience in an incident response team environment.
- Experience in a customer support function.
- Windows/Unix/Linux experience.
- Advanced computer skills (Windows, MS Office products, Visio) as a user.
- Must be able to work in a fast-paced multitasking technical and administrative environment.
- The position requires 24x7x365 shift work (12 hour(s) day or night shifts and holidays).
- competitive total compensation
- flexible/remote work
- leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture
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 Incident Management Engineer is responsible for coordinating resources, response, and communications during system and/or product outages or service degradations. As a member of the Incident Response Team, the Incident Management Engineer is responsible for understanding the overall system status, the impact of outages, and performing the communications activities that are required to take place during incidents. This position must have intimate knowledge of Syniverse products, systems, and infrastructure. When not responding to incidents, this role is responsible for reviewing prior incidents to prepare Root Cause Analysis reports and suggest areas of improvement in process and procedure.
Some of What You'll Do
Scope of the Role:
Direct Reports: This is an individual contributor role with no direct reports
Key Responsibilities:
- Identifies and responds to incidents and coordinates resources during incident management.
- Communicate 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 metrics.
- Prioritize, manage, and own emerging and developing customer issues from start to finish.
- Performs post incident analysis to document the root cause and identify key areas of improvement in process, procedure, and systems.
- Collaborate with key stakeholders across Syniverse to improve the customer experience and develop mechanisms that support operational excellence.
- Recommend action plans or improvements to the Syniverse infrastrcture to prevent future impact to operation.
- Continuously learn 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 Certification:
- BS/BA in Engineering, Computer Science or equivalent work experience
- 3\-5 years of experience in an incident response team environment
- Experience in a customer support function
- Windows/Unix/Linux experience
Additional Requirements:
- 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.
