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 NNM for Operators Connectivity
- Continuous monitoring of alerts via NNM that includes network equipments(routers, firewall, load balancers. switches)
- Monitoring of connectivity to databases,
- Use alarm monitoring tools (HPOV, NNM), interpret the condition being alarmed, resolve and/or escalate to the next level support.
- Validate the reports generated by the system properly
- Perform MNP Operators Link Monitoring.
- 24/7/365 System Monitoring and will require shift work
Reports & Procedures
- Validating the Health Check reports
- Status report on the activities performed as per the management requirementDocumentation, process improvement
- Training and skills enhancement on new technologies, paradigms
- Stretch objectives & continuous improvement initiatives
- DATANET & TECHNOLOGY OPERATIONS
Monitoring
- Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs
- Monitoring of connectivity to upstream and downstream applications
- Monitoring of connectivity to databases
- 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.
- Clear and concise written and spoken communications in the form of Remedy tickets, emails, analysis, process/procedures, meetings, conference bridges and internal/external phone calls.
- Provide shift turnovers of current issues and activities
- Provide regular status reports
- 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
Operations activities
- Validating the test files
- Create and follow up on trouble tickets with respective teams
- Send routine reports and emails to the designated recipients
- Participate on a rotation pager schedule that provides system support and critical
- production support on a 24 X 7 basis, 365 days/year
- System Engineer I will have the following added responsibilities:
- Interaction with customer independently
- Assisting first level support team in product and systems technical details, management of issues and all aspects of the respective role
- Following established escalation procedures as required.
- Execute the annual Disaster Recovery test.
- In-depth knowledge of reports/reporting tools and be a subject matter expertise.
- Provide best-in-class customer service and resolution to customer queries
- Ability to manage multiple issues of differing stages of investigation and priority without assistance.
- Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services
Functional Disciplines
IOT:
Ability to implement Discount and AA14 based IOT and do QC before moving tariff into production environment. Analyze the stopped file and take appropriate action. Respond to customer queries with detail information and handling customer request through SR. Daily processing of TAP files stopped due to tariff deviation. Interact with Customer support team and provide technical expertise to resolve critical customer queries. Update AA14 document for all Syniverse RMS customer and provide technical help to the customer. Facilitate UAT during migration of new customer
IREG:
- Knowledge about Software testing [Writing test cases, test execution, test report].
- Awareness about the Mobile network communication, Architecture knowledge about GSMA,
- IREG standards. Ability to troubleshoot the network configuration issues and identify the problem. Thorough understanding on the tests required for Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G. Hands on experience in Ticketing Tool. Thorough knowledge of MSC configuration. Knowledge about Probes, remote testing tools
TADIG/CCA:
Understanding of Call records for all the service types (Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G).Understanding of IOT, AA.14.Hands on experience in TAP editor, TADIG standards. Hands on experience on any industry standard TAP testing tools. Knowledge on billing & mediation. Knowledge on GSMA standards, specifically roaming
CHS:
Monitor the Clearing House System (CHS) processes to guarantee the smooth running of the entire production engine. Timely follow-up. Escalate and respond, so that no SLA’s are missed and neither Syniverse nor Customer revenue is impacted. Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification and error handling. Monitor the process of sending and receiving the Outstanding File Reports (OFR). Validate deviations reported in OFRs from other DCHs. Raise disputes to other DCHs for wrong RAP files received, as per GSMA guidelines. Recycle erroneously rejected records. Report Software bugs to Technical Development. Track of new releases in GSM Industry.
TAP/RAP:
Analysis of RAP/Tap files received from other Data Clearing Houses (DCH). Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification and error handling. Raise and Handle disputes to other DCHs for wrong RAP files received. Report Software bugs to Technical Development. Monitor processes for RAP related applications (like RAPMGR). Provide input for the improvement of the RAP processes and co-operate with the team in developing new Clearing House applications (RAP related). Monitor the process of sending and receiving the Outstanding File Reports (OFR).Validate deviations reported in OFRs from other DCHs. Recycle erroneously rejected records. Track of new releases in GSM Industry
Monitor the Exchange rates, Tax rates, contact the other DCHs in case of wrong rates.
AA14/R21:
Updating of the changes in AA14 and IR21.Handling DCH or FCH Changes b/w any DCH or FCH’s providing updates to dependents teams and Creating Invitation for successful Migration’s.
Handling Tap Version changes and Creating Invitation to the dependent teams and Follow-up with them on the completion. Providing Input to IOT Team for the IOT Changes, as per AA14.Maintaining of the AA14’s in Central Repository. Configuring Secure ID User in Database Net Op and OMA for Customers. Track of new releases in GSM Industry.
BCC:
The primary responsibility is to monitor all operational issues/incidents through different monitoring tools, dashboards etc. and ensure all issues/incidents are restored within the agreed SLA by responding internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.
DATANET & TECHNOLOGY OPERATIONS:
Ability to understand product functional and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Manage seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of production environment and to provide solution for the production issues.
DBA:
Responsibilities include the organization, installation and assessment of enterprise relational database management system software across multiple database environments, with a primary focus on Oracle/Microsoft SQL Server. This includes database design, creation, maintenance, backup and recovery, performance tuning and installing new database software releases. Environments supported include development, system test, UAT.
MNP HELPDESK:
The primary responsibility is to log incidents through HPSM tools and ensure all issues/incidents are restored within the agreed SLA by responding internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.
MNP OPERATIONS:
Ability to understand MNP product functions and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Perform seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of MNP production and disaster environment using HPOV and NNM alert monitoring tools.
System Analyst II
- 0-1 year relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
- Bachelor degree in computer science, electronics or telecommunication
- Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer
- Responsible for dealing with International/Domestic Clients
- Prior experience in Telecom Operations will be an added advantage
- 24/7/365 helpdesk support, system monitoring, application support and willing to work in shift
Knowledge Requirements
- Basic knowledge on UNIX,WINDOWS, Solaris & SQL
- Knowledge of Oracle/SQL Server tools
- Knowledge of ITIL V3 specifically event, incident, problem management.
- Knowledge on ticketing tools i.e. Remedy etc.
- Basic network infrastructure knowledge (LAN & WAN)
- Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.
- Hands on experience in file operations
- Hands on experience and knowledge on system processes
- Ability to communicate status updates to project team and management
- Ability to work independently as well as Team
- Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
- Monitoring tool Knowledge i.e. HPOV, NNM etc
- Knowledge on ticketing tools i.e. HPSM etc.
System Engineer I
- 1-2 years of relevant professional experience in the areas of application support, technical customer support, NOC Support, application support, problem management, relational databases, programming languages, software development.
- Bachelor degree in computer science, electronics or telecommunication
- Certification on operating systems/ databases
- Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer
- Working technical experience with designing, building, installing, configuring, and supporting Unix servers and storage servers and management software
- The ability to build strategic relationships within the organization and with all levels.
Knowledge Requirements
- Basic knowledge on UNIX, WINDOWS, Solaris and SQL
- Knowledge of Oracle/SQL Server tools
- Knowledge of ITIL V3 specifically event, incident, problem management.
- Knowledge on ticketing tools i.e. Remedy etc.
- Basic network infrastructure knowledge (LAN & WAN)
- Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.
- Hands on experience in file operations
- Hands on experience and knowledge on system processes
- Ability to communicate status updates to project team and management
- 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.
- Strong troubleshooting and error analysis skills
- Knowledge on ticketing tools i.e. HPSM etc.
- Monitoring tool Knowledge i.e. HPOV, NNM etc.
Location: Bengaluru
Company: Syniverse
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