SSE Operations Support
Syniverse
Costa Rica
hace 1 día

A lead level contributor responsible for providing technical solutions to exceptionally difficult problems. As the senior 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.

Technical & Operating Processes

Identify, analyze and resolve the assigned tickets

Innovative problem solving & lateral thinking

Root cause the problems and find appropriate solutions

Interaction with customer independently

Ability to understand the customer requirement

Meet the SLA guidelines : Timely Follow-up. Escalate, and resolve the tickets

Participation in the ticket review and ensure the appropriate solution is provided

Provide Technical support

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

Analyze requirements and prioritize requests. Communicate with users and requestors to clarify requirements. Create programs and / or processes to satisfy requests.

Participate in design and review of changes to database design to ensure changes meet required functional and performance requirements

Perform Oracle Database / SQL Server Administration during all phases of development, system test and production cycles.

Design logical and physical databases or reviews description of changes to database design to understand how changes to be made affect physical database

Create and manage DTS packages, SSIS packages, triggers, and stored procedures, views and SQL transactions.

Plan and assist with SQL server builds and configuration.

Install and use Oracle Enterprise Manager, Oracle Net Manager and the Oracle Net Configuration assistant to configure networking

Organize, install, and assess enterprise relational database management system (RDBMS) software across multiple database environments.

Troubleshoot Oracle RDBMS running on Unix platforms / RAC cluster platforms while complying with ISO9000 guidelines and specific DBA Homeroom best practices.

Create, track and report metrics for capacity planning. Analyze current capacity and provide recommendations. Participate with database capacity planning, benchmarks.

Routine tasks include database design, creation, maintenance, backup / recover, and performance tuning in independent clusters and Oracle RAC cluster environments

Ensure availability and performance of the databases with support systems.

Proactively monitor database systems to ensure security with minimum downtime of the database.

Change Management : Plan, deploy and validate software releases and modifications to the SQL environments

Manage the distribution and retention of data on various storage devices.

Participate in on-call support on a 24x7 / 365 basis.

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

Ability to prepare presentation to the Executive Management

Adhere to DBA Group practices and standards.

Leadership

Work estimation based on the past project data and metrics

Stakeholder management & relationship building

Thorough understanding on the life cycle of the ticket

Work assignment and monitoring the progress

Process Improvement suggestions & improve quality of deliverables

Participation in Technical & Management Reviews

Effective resource utilization, optimization

Participation in Customer communication reviews

Provide Couching and Periodic feedback to the reports

Ability to prepare the project plan, monitor and deliver on time.

Thorough understanding of Risk Management Plan

Build SME through cross-functional training

Interaction with multiple locations

Identify trainings, Knowledge Transfer and track the training for completeness

Action plan and execution for the feedback received from customer

Performance appraisal for the team. Identify the strengths and weakness

Tools / Techniques

Ability to identify new tools and techniques to improve the productivity and quality

Thorough understanding about Requirement Management tools, Ticket tracking tools, Change Management tools etc.

Operations

Monitoring and managing systems / service performance to meet 99.95% uptime.

Conduct RCA?s and be part of peer reviews for RCA?s

Capacity planning of system on quarterly basis

Create and Maintain Dashboard for every operational activities

Automation ?Redundant tasks to be automated, MIS reports or System monitoring etc

Manage team to ensure 99.95% resources availability is maintained

Business ContinuityCustomer Satisfaction

SLA monitoring, management of SLA?s to ensure 99.95% service uptime is met

Improve time span required to address tickets and closure

Be part of meetings held at DoT / TRAI / COAI / AUSPI

Proactive communication with TRAI on dealing with customer impacting issues

Implementation

Be part of the release upgrade and drive configuration management process

Testing of new releases

Preparation of MOP and actively participate in every release upgrade

Analysis of SOAK Testing data and sharing RCA?s when required

Approximate # of Direct and Indirect Reports 4-5

Employee engagement programs to ensure resources are fully utilized

Regular one-on-one meetings with team members

Groom next level of leaders, focus on the C?s and E?s

Maintain work-life balance

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 support during 1st and 2nd shifts

Provide shift turnovers of current issues and activities

Provide regular status reports

Starting and stopping of the applications after making sure that it is not affecting any critical milestones or stopping any of the running tasks abruptly

Providing severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.

Crisis management facilitation

Crisis bridge facilitation

Validate the reports generated by the system properly

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 logs

Prioritize the production issues by analyzing the logs, database entries and processes

Provide the required data to the support team for further analysis

Compare and analyze with previously occurred issues and narrow down the root cause

Understand the dependencies.

Prepare initial analysis of the production issue and reproduce the issues in test environment

Resolve priority1 and 2 situations

Develop work around scripts for managing a production issue

Correlate more than one analysis and narrow down the issue.

Troubleshoot hardware and network problems

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

Execute the annual Disaster Recovery test and analyze results

Perform Operations Readiness Check of new releases and provide feedback

Perform User Acceptance Test in the production environment and perform relevant error research

Execute the annual required audits

Share knowledge and best practices with other company personnel.

Prepare and maintain a detailed technical and business documentation

Develop and maintain scripts for managing routine activities

Develop scripts for alarm detection, management, and enhancements

Develop stored procedures / queries for generating operational statistical data

Perform stress testing, validate the processed messages, error counts

Releases

Pre / post maintenance validations

Understand the method of procedures and implement them in production environment

Complete the method of procedures within the scheduled time

Escalate in case of issues and to back out the steps within the scheduled time

Attend Release meetings and understand the changes and enhancements. Validate the release post deployments

Input RSS details and write method of procedure

  • Sr Lead Engineer will have the following added responsibilities :
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role

    Ability to prepare presentation to the Executive Management

    Provide Couching and Periodic feedback to the reports

    Ability to prepare the project plan, monitor and deliver on time.

    Thorough understanding of Risk Management Plan

    Build SME through cross-functional training

    Control production by monitoring system processes, working to resolve system issues and 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.

    Continuous process improvements & implementation.

    Provide best-in-class customer service and resolution to customer queries

    Ability to manage multiple issues of differing stages of investigation and priority

    Work with product developers to assess and create product alterations and contribute to long term solutions

    Support and ownership of complex software solution issues, debugging to product and component / configuration level.

    Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services

    Analyze requirements and prioritize requests. Communicate with users and requestors to clarify requirements. Create programs and / or processes to satisfy requests

    Keep abreast of the latest developments in technology; specifically in the Oracle tool kit.

    Communicate with managerial, administrative and technical staff to determine information needs, data flows and systems definitions

    Establish and control security and check systems in order to optimize performance and to initiate disaster recovery action after system failures

    Manage the distribution and retention of data on various storage devices

    Ensure allocation associated hardware resources to the databases to guarantee high resilience and performance tuning.

    Establish and control security and check systems in order to optimize performance and to initiate disaster recovery action after system failures.

    Lead Systems Engineer

    Minimum 6-8 years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.

    5+ years as a Database Administrator and in areas of technical support, problem management, relational databases, programming languages, software development.

    Experience in the design, development and implementing of major Database structures

    Significant experience in developing Oracle applications and a strong understanding of Oracle / SQL Server tools

    Prior experience in Technical Service industry will be an added advantage

    Responsible for dealing with International / Domestic Clients

    Bachelor degree in computer science, electronics or telecommunication

    Strong Knowledge on one or more operating systems.

    Strong Knowledge on one or more relational databases

    Knowledge on general database administration

    Very Good in verbal and written communication

    Certification on operating systems and databases (Preferred)

    Excellent scripting knowledge

    Knowledge Requirements

    Working knowledge on UNIX,WINDOWS and SQL

    Knowledge of ITIL V3 specifically event, incident, problem and change management.

    Knowledge on ticketing tools i.e. Remedy etc.

    Sound knowledge on network infrastructure (LAN & WAN)

    Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.

    At least 6 years experience in Unix environment and advanced SQL queries

    Keep abreast of the latest developments in technology; specifically in the Oracle / SQL Server tool kit.

    Proficient with Oracle9i ? Oracle 11g SQL / SQL Server 2000 to SQL Server 2005 and all related database tools

    Working knowledge of Sun Solaris, Unix / Windows environment

    Proficient with using Oracle Enterprise Manager

    Proficient in using Oracle Net Manager and the Oracle Net Configuration assistant to configure networking

    Advanced knowledge and use of Oracle11g Enterprise Server & RAC technology and features

    Familiar with navigating through online Oracle documentation

    Design logical and physical databases or reviews description of changes to database design to understand how changes to be made affect physical database

    Strong on experience in file operations

    At least 5 years of experience in automation

    At least 2 years experience in managing releases and maintenances

    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

    Good communication and 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 troubleshooting and error analysis skills

    Sr Lead Systems Engineer

    8-10 years of relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.

    8+ years as a Database Administrator and in areas of technical support, problem management, relational databases, programming languages, software development.

    Working technical experience with designing, building, installing, configuring, and supporting Oracle / SQL Server and Oracle RAC Technologies

    Bachelor degree in computer science, electronics or telecommunication

    Strong Knowledge on one or more operating systems and relational database concepts

    Strong domain knowledge and scripting knowledge

    Certification on operating systems and databases

    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

    Working knowledge on UNIX,WINDOWS and SQL

    Knowledge of ITIL V3 specifically event, incident, problem and change management.

    Knowledge on ticketing tools i.e. Remedy etc.

    Sound knowledge on network infrastructure (LAN & WAN)

    Monitoring tool i.e. Netcool, Nagios, Team Quest, Big Brother etc.

    At least 6-8 years experience in Unix environment, advanced SQL commands

    At least 2 years of experience in system performance tuning and database tuning

    At least 5 years of automation experience

    At least 3 years experience in managing releases and maintenances

    Communicate with technical staff to determine information needs, data flows and systems definitions

    Establish check systems to optimize performance and to initiate disaster recovery action after system failures

    Manage the distribution and retention of data on various storage devices

    Provide day-to-day advice to users on data structures and terminology

    Modify database programs to increase processing performance, database tuning

    Strong experience in file operations and system processes

    Ability to communicate status updates to project team and management

    Ability to work independently as well as Team

    Good communication and 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 troubleshooting and error analysis skills

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