Senior Operations Analyst
Job Summary
Job Description
- Provide technical support and root cause analysis
- Follow SLA guidelines for ticket resolution
- Analyze metrics and identify deviations
- Create status reports on activities
- Document new solutions and develop support scripts
- Monitor production servers and applications
- Use alarm monitoring tools to resolve or escalate issues
- Work 24/7/365 and be willing to work in shifts
- Communicate status updates effectively
- Work independently and in a team
- Possess excellent analytical and communication skills
- Prior experience in Telecom Operations
- Competitive total compensation
- Flexible/remote work
- Inclusive, collaborative, and transparent organizational culture
4 skills required
Job Details
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 AnalystI is a full contributor, responsible for providing technical solutions to exceptionally difficult problems. This position requires that the analyst learn advanced components of applications and associated environments as well as the tools that support the ongoing maintenance of the applications. A successful sr analyst will demonstrate accountability for the tasks assigned to them and work well in the constructs of a team environment.Other responsibilities include attending and participating in team meetings, follow all company processes and procedures relevant to software development activities and to provide research and analysis to support the troubleshooting / problem reporting as defined by level three support. Assist in the requirements phase for projects: Apply current telecommunications knowledge and research current standards documents to keep up with the continuing changes in the industry.
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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 Technical support, determine the root cause of the problem(s), and find appropriate solutions.
Follow SLA guidelines including timely follow-up, escalation, and resolution of tickets on time.
Analyze metrics and identify the possible reasons for any achievements or deviations.
Participate in ticket review and ensure the appropriate solution is provided.
Create status reports on the activities performed as per management requirement.
Provide documentation on newly discovered solutions and develope production ready solution support scripts.
Provide continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs.
Provide 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.
Provide guidance to more junior team members and act as resource for questions and reference.
Experience, Education and Certification:
Bachelor degree in computer science, electronics or telecommunication or equivalent experience.
5+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
Prior experience in Telecom Operations preferred.
Additional Requirements:
24/7/365 helpdesk support ,system monitoring, application support and willing to work in shift
Ability to communicate status updates effectively to the project team and management.
Ability to work independently as well as in a team environment.
Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
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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.
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