Syniverse Hiring for Engineer II Customer Operations at Hyderabad, Telangana Full Time

Full Job DescriptionGeneral Summary:
This position exists primarily to lead efforts to implement and maintain new and existing customer system tables and technical solutions. In addition, the candidate will be required to coordinate the activities of department resources to ensure that department functions are performed efficiently and accurately. This will be the primary customer interfacing for the customers in regards to the following products and services for the wireless companies and clearinghouse: Call Delivery, messaging, Fraud prevention, CTP, Pandora, CrossRoads, SMS-IG, WSMS, SoR’s for issues as well as application questions and concerns.
Principal Duties and Responsibilities:
40% • Lead the implementation and maintenance processes for new and existing Customers Perform as the Lead for the Customer Support Analysts and Customer Support Administrators
Coordinate and lead efforts between Customer ensure the timely production of customer invoices and reports..Function as a liaison and escalation point for all reporting/scheduling issuesKeep abreast of all customer affecting issuesParticipate in the development and rollout of new initiatives and customers.Provide customer support services that enable new business growth initiatives. Support Manager by insuring adherence to departmental policies and procedures.Assist in managing day-to-day activities specific to the department objectives.
35% • Escalation point for analyzing and researching customer problems, questions and needs regarding outputs and data.
Analyze product processes and recommend cost-effective improvements, which eliminate unnecessary work and automate manual procedures. Participate in the development and rollout of new initiatives and customers.Participate on Product/Project Team Meetings
25% • Maintain departmental desktop procedures for Global Provisioning.
Provide user access administration for external customers requiring Crossroads Super User Ids and for enforcing SOX related processes and procedures
100% Total Time (Must Equal 100%)

MNP, DATA NET, & TECHNOLOGY OPERATIONS
Only include duties and responsibilities that comprise more than 10% of the position.
40 % Monitoring
Continuous monitoring of production Application servers that includes system health, resource utilization, file transfer rate, database insert rate and logsMonitoring of connectivity to upstream and downstream applicationsMonitoring of connectivity to databasesApplication health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logsUse alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support.24/7/365 operation and will require shift workProvide regular status reportsProcessing of incoming feeds/dataValidate the reports generated by the system properlyStarting and stopping of the applications after making sure that it is not affecting any critical milestones or stopping any of the running tasks abruptlyClear and concise written and spoken communications in the form of tickets, emails, analysis, process/procedures, meetings, conference bridges and internal/external phone calls.Trouble ticket management and resolution within company set guidelines
20 % Troubleshooting
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 logsPrioritize the production issues by analyzing the logs, database entries and processesProvide the required data to the support team for further analysis
40 % Operations activities
Validating the test filesCreate and follow up on trouble tickets with respective teamsUpdate the tickets with relevant informationSend routine reports and emails to the designated recipientsSuper User for enforcing SOX related processes and proceduresParticipate in requirements gathering and design reviews and provide input for downstream products.Participate on a rotation pager schedule that provides system support and critical production support on a 24 X 7 basis, 365 days/year
100 % Total Time (Must Equal 100%)

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 are missed and 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.

Job Requirements:
5+ years of experience in customer support function in telecommunications, the wireless industryStrong team leadership/interpersonal/communication (oral/written) skills required.Perform online table provisioning and validation to ensure accurate and timely entry of customer updates.Perform Switch migrationsResponsible for the resolution of customer problems, issues, questions, and concerns that are table related, meeting or exceeding customer expectations.Assist in the investigation and resolution of billing questions related to table entries.Perform inquiries and generate reports to support problem resolution and discrepancies related to carrier issues.Perform provisioning and validation to ensure data integrity and accuracy.Participate in requirements gathering and design reviews and provide input.Provide 24×7 on call support.Participate on Product Teams and/or Project Teams.BA/BS Degree or equivalent work experience preferred.Industry, data processing, and/or information management.Experience with analyzing IS41, rev A, B and C and SS7 messaging, GSM provisioning, , CTP, Pandora, Crossroads, desiredAssist Application Developers, System Test, and Product Management personnel in verification of current and new application functionality as needed, to ensure product success.Experience with analyzing data for problem resolution.Detail orientedSelf-motivatedAbility to handle and manage multiple tasks requiredStrong leadership skills requiredStrong perceptual, analytical and follow up skills.Demonstrate problem-solving ability.Strong decision making skills with ability to make decisions on their ownStrong interpersonal skillsStrong written and verbal communication skills.PC experience in a Windows operating environment with strong typing abilityData entry experience.Working knowledge of MSOffice Products
Working Conditions:
No hazardous conditions.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.