ASE Operations Support
Costa Rica
hace 3 días

General Summary

The ASE Ops Support Engineer is an individual contributor and will 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. Creates and maintains documentation for supported applications.

Coordinates with customers to resolve technical support issues.

Principal Duties and Responsibilities :

Technical & Operational Activities

  • Serve as a technical consultant in recommending and implementing new technologies to meet the business needs as well as meet with vendors.
  • Assist in evaluating Data Processing processes and cost estimates for implementation of approved approaches to requested system enhancements of new development.
  • Provide instruction and training to technical resources to ensure work activities are on track and meets business needs.
  • Seek and access innovative solutions to select products related to the current technology to be used as new standards in the product life cycle.
  • Analyze the potential impact of enhancements to the existing systems
  • Provide technical advice during product development and life cycle.
  • Identify and recommend effective techniques to utilize during design, programming implementation and installation cycles.
  • Assist in reviewing and refining user requirements for systems development and maintenance projects.
  • Provide expertise across multiple platforms / operating systems, production support utilities, client / server application systems, telecommunications, and cellular industry.
  • Control production by monitoring system processes, working to resolve system issues 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.
  • Reports

  • 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 analyze and give problem resolution to the following departments : Product Management, Client Relations, and Sales.
  • Analyze

  • Identify, analyze and resolve tickets received from first level support.
  • 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.
  • 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
  • Test

  • Develop and implement software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators
  • React on system related alarms, determine the causes and take actions to fix them.
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
  • 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
  • Job Requirements

  • Minimum 8+ years of relevant professional experience in the areas of application support, technical customer support, problem management.
  • Experience in the design, development and implementing of major Database structures
  • Significant experience 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
  • Knowledge Requirements

  • Working knowledge on LINUX 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
  • Keep abreast of the latest developments in technology
  • Proficient with Oracle9i Oracle 11g SQL / SQL Server 2000 to SQL Server 2005 and all related database tools
  • Working knowledge of Linux
  • Proficient with using Oracle Enterprise Manager
  • Ability to communicate status updates to project team and management
  • Ability to work independently as well as Team
  • Good communication skills
  • 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 troubleshooting and error analysis skills
  • Responsible for the Test, Production and Disaster Recovery environments for our Micro Focus tools. The tools include uCMDB, Operations Manager, Operations Reporter, SiteScope, Network Monitoring (NNMi), and Network Automation (NA).
  • Maintain the integration of Micro Focus tools, NNMi, uCMDB, SiteScope, Operations Bridge, and Business Value Dashboards (BVD), as well as other data sources such as Remedy.
  • Familiar with basic programming languages such as Shell scripting, Python, JavaScript, Groovy, Perl, Bash, Golang, and C++.
  • Maintain and utilize scripts for automation and data analytics.

  • Knowledge and capabilities to support application on-boarding and monitoring setup for business applications and network, including dashboards, alerts management, and configuring new monitoring requirements.
  • Ability to meet with data owners and stakeholders to identify enhancements or customize dashboards in NNMi, Business Value Dashboards (BVD), and Operations Bridge.
  • Responsible to maintain and update technical documentation related to Micro Focus tools, systems, and integration.
  • Support single pane of glass and unified event console and event correlation across multiple platforms and tools - NNMi, Operations Manager, Operations Reporter, SiteScope.
  • Basic understanding and knowledge of uCMDB Configuration Items, UCMDB TQL (Topology Query Language), UCMDB views and reports, User Roles and Security;
  • Data Enrichment; and CMS concepts.

    Additional Knowledge and Skills :

  • Basic Windows and UNIX administration skills, including VMware topology and virtualization, as well as basic understanding of database architecture, for example, table spaces, disk space.
  • Working knowledge of Networks and Security, understanding of TCP / IP networks and OSI layers; basic understanding of firewalls and DMZs, various networking and security protocols, and user authentication, LDAP and SSO.
  • Attention to detail and focus on quality; ability to perform well in a dynamic environment; Ability to engage in multiple projects at the same time.
  • Communication skills to effectively liaise with both technical and non-technical staff.
  • Ability to diagnose / troubleshoot complex problems; experience working with vendors and vendor support.
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