Syniverse Technologies

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SE Support

at Syniverse Technologies

Posted: 8/31/2019
Job Status: Full Time
Job Reference #: R0003492
Categories: Customer Service

Job Description

The Support Engineer provides technical second-level product support for company’s Applications. Responsible for creation and tracking of trouble tickets and resolution of escalated support incidents. Answers technical support queries and implements fixes for application problems. Works on cross-functional teams to proactively address support issues. Creates and maintains documentation for supported applications. Coordinates with customers to resolve technical support issues. SE Support

Control production by monitoring system processes, working to resolve system abends and following established escalation procedures as required.
Monitor, execute and support the operations installation of new software releases/updates into production by providing high-level technical guidance to operations personnel.
Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction.
Provide the technical expertise and system knowledge to support operations efforts as it relates to customers, problems, issues and concerns.
Generate external requested reports, files, and documentation to support problem resolution, billing issues, and new revenue generation.
Generate internal reports to support future business opportunity as well as analyzing and giving problem resolution to the following departments (Product Management, Client Relations, and Sales).
Provide input and feedback to Product Development in the form of TSG tickets to resolve customer problems, issues, and concerns that require production program changes.
Develop and implement software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators.
Conduct reviews of code release notes to evaluate potential problems prior to release of software in the production environment.
Execute the annual Disaster Recovery test.
Execute the annual required audits (e.g. ISO, SAS,)
Share knowledge and best practices with other company personnel.
Participate on a rotation pager schedule that provides system support on a 24 X 7 basis, 365 days/year.

SE Support (DCH)
Control production by monitoring system processes, working to resolve system issues and following established escalation procedures as required.
Provide the technical expertise and system knowledge to support operations efforts as it relates to customers, problems, issues and concerns.
Generate external requested reports, files, and documentation to support problem resolution, billing issues, and new revenue generation.
Generate internal reports and documents to support future business opportunity as well as analyzing and giving problem resolution to the following departments (Product Management, Client Relations, and Sales).
Provide input and feedback to Product Development in the form of TSG tickets to resolve customer problems, issues, and concerns that require production program changes.
Identify areas of improvement and potentially develop software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators.
Execute the annual Disaster Recovery test.
Execute the annual required audits (e.g. ISO, SAS,)
Share knowledge and best practices with other company personnel
Collaborate with other teams to create quicker issue resolution to achieve high customer satisfaction
Communicate with customers while investigating or providing problem resolution.
Answer escalation questions for internal colleagues where appropriate
Potential off-hours escalations that may require being available on nights and/or weekends.
Perform other appropriate duties as requested.
Technical Requirements
BS degree in Computer Science, Information Systems or related field 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.
5+ years UNIX System Administration experience
5+ years scripting experience in a UNIX environment: shell, sed, awk, perl, etc.
Strong working knowledge of IBM Operating Systems and products or equivalent of, TSO, JCL, ISPF, File-Aid, COBOL, REXX, Easytrieve, VSAM, DB2, Expeditor, Syncsort, NDM/FTP, Clist, ESP, Endevor, and Express Delivery, Micro Focus products and Assembler.
5+ years Software Engineering experience, including 3+ years Tandem System Administration
Guardian NonStop Kernel
OMF, OMF GUI, NSS, Seeview, Safeguard, file security (min 4 years)
Prognosis, DSM/SCM, TSM, Mediacom, ServerNet architecture, Network File System, TCP/IP, FUP, SCF (min 4 years)
Write and change TACL scripts (4 years)
Add, delete, alter system components using Subsystem Control Facility(SCF) such as CPU, Disk, E4SA, CCSA QIO, OSS etc. (4 years)
Perform complicated System OS generation (4 years)
Routing, Subnets, DNS and port management (3 years)
Understanding of Enscribe file and SQL table structures
Understanding of Table and file partitioning
Understanding of OSS file system and Pooling
Knowledge of HP Open View (3 years)
Functional understanding of company Applications
Strong troubleshooting and error analysis skills
Working knowledge of Information Security concepts
Working knowledge of database environment, utilities and SQL
Familiarity with testing methods
Solid understanding of software development lifecycle
Understanding of Client/Server, N-Tier Architecture
Required Interpersonal Skills
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 prioritization skills in a fast paced, time sensitive environment.
Good interpersonal skills
Good control and follow-up skills
Good decision making skills
Proactive Listening
Strong leadership skills
The ability to excel in a team environment is essential under limited supervision.
Required Project Management Skills:
Strong prioritization skills in a fast paced, time sensitive environment
Demonstrated accountability for resolution of issues
Ability to lead small projects with guidance
Project time reporting
Estimate/Project risk analysis
Identification of tasks and associated hours
Ability to communicate status updates to project team and management
SE Support (DCH)
Technical Requirements
BS degree in Computer Science, Information Systems or related field 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.
2+ years working experience in a UNIX environment
Understanding of Oracle and SQL table structures
Functional understanding of company Applications
Strong troubleshooting and error analysis skills
Working knowledge of database environment, utilities and SQL

Required Interpersonal Skills
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 troubleshooting techniques.
Strong prioritization skills in a fast paced, time sensitive environment.
Good interpersonal skills
Good control and follow-up skills
Good decision making skills
Proactive Listening
Strong leadership skills
The ability to excel in a team environment is essential under limited supervision.
Required Time Management Skills:
Strong prioritization skills in a fast paced, time sensitive environment
Demonstrated accountability for resolution of issues
Estimate risk analysis while working on at hand issues
Identification of tasks and associated hours
Ability to communicate status updates to team and management

Additional Information


Syniverse is the world’s most connected company—we pioneer innovations that take businesses further. Our secure, global network reaches billions of people and devices. Our engagement platform powers the customized experiences of the future. And the millions of secure transactions we drive every minute are revolutionizing how goods and services are exchanged. We have always led companies to reimagine the boundaries of possibility. Today we’re delivering on opportunities with the power to change the world. www.syniverse.com



Posted 30+ Days Ago

Full time

R0003492