ASE Support
Syniverse
Costa Rica
hace 10 días

The Advisory Support Engineer leads a team to provide technical second-level product support for applications, mentors junior team members and leads projects.

Acts as escalation point for support group for resolution of critical technical issues. Responsible for creation and tracking of trouble tickets and resolution of escalated support incidents.

Answers technical support queries and implements fixes for application problems. Leads cross-functional teams to proactively address support issues.

Creates and maintains documentation for supported applications. Coordinates with customers to resolve technical support issues. Team Leadership role

UNIX, NSK, Mainframe, Windows System Administration hardware, OS and network

Installation and support of database and applications

System Backup and Recovery

Creation of Disaster Recovery plans

On-call pager rotation, weekend and off-hours support

Resolution of customer reported issues and trouble tickets

Monitoring of hardware and software status and performance

Recommend hardware architecture

Performance tuning of application and environment

Automation of routine maintenance and monitoring activities

Coordination with 1st-level and 3rd-level support to resolve problems

Coordination with customers and 3rd-party vendors to resolve problems

Production and maintenance of detailed technical and business documentation

Sizing and configuration of hardware

Become a SME in one or more areas of wireless and wireline telecommunications standards and network implementations. Leverage that industry knowledge in identifying solutions to company product and overall telecommunication industry problems.

Research and recommend new technology, processes to help increase overall efficiencies.

Work with Product Managers and Business Development personnel on new initiatives leveraging telecommunications expertise.

OS and Patch installation

Software installation and configuration

Disk and file system configuration

Performance monitoring & tuning CPU, Memory, Disk

Hardware / software error analysis

Hardware capacity planning

Coordination with 3rd party support vendors to resolve problems

Implementing Distributed Systems Management (DSM) facilities

Technical Requirements

10+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.

10+ years UNIX System Administration experience (Solaris preferred)

10+ years scripting experience in a UNIX environment : shell, sed, awk, perl, etc.

Excellent troubleshooting and error analysis skills

Full working knowledge of Information Security concepts

Advanced knowledge of database environment, utilities and SQL

Familiarity with testing methods

Experience troubleshooting hardware and network problems

Experience defining Sun hardware configurations

Experience in multi-vendor environments

Solid understanding of software development lifecycle

Experience with Client / Server, N-Tier Architecture

10 years NSK System performance and capacity planning experience

In-depth knowledge (min 6 years) of

OMF, OMF GUI, NSS, Seeview, Safeguard, file security

Prognosis, DSM / SCM, TSM, Mediacom, ServerNet architecture,

Network File System, TCP / IP, FUP, SCF

Write and change TACL scripts (6 years)

Ability to add, delete, alter system components using Subsystem Control Facility (SCF) such as CPU, Disk, E4SA, CCSA QIO, OSS etc. (6 years)

Perform complicated System OS generation (6 years)

Routing, Subnets, DNS and port management (4 years)

Understanding of Enscribe file and SQL table structures (6 years)

Understanding of Table and file partitioning, OSS file system and Pooling

In-depth understanding of Process execution

In-depth understanding of parallel system architecture

Knowledge of HP Open View (4 years)

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, Express Delivery, Micro Focus products and Assembler.

Required Interpersonal Skills

Exceptional customer service skills

Strong verbal and written communication skills, both technical and non-technical

Ability to work independently with limited supervision

Ability to work effectively in a team environment in a cooperative spirit

Detail orientation

Ability to interact with others in a courteous, professional manner

Capable to stand alone in meetings and represent group with internal / external customers

Act with a sense of urgency

Positive attitude

Maintain composure in a stressful environment

Encourage and promote a healthy team environment

Project Management Requirements

Strong prioritization skills in a fast paced, time sensitive environment

Demonstrated accountability for resolution of issues

Work closely with manager to create project plans for medium to large-scale efforts and host weekly meetings to track progress

Project time reporting

Estimate / Project risk analysis

Project Planning and tracking experience

Matching resources to appropriate tasks

Summarize status updates from technical team for project team and management

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