SE Incident Management
Costa Rica
hace 86 días

General Summary :

This position is primarily responsible for coordinating resources, response, and communications during system and / or product outages or service degradations.

As a member of the Incident Response Team, the Incident Response Engineer is responsible for understanding the overall system status, the impact of outages, and performing the communications activities that are required to take place during incidents.

This position must have intimate knowledge of Syniverse products, systems, and infrastructure. When not responding to incidents, the Incident Response Engineer is responsible for reviewing prior incidents to prepare Root Cause Analysis reports and suggest areas of improvement in process and procedure.

This position is also required to continuously improve their knowledge of Syniverse systems as they change.

Principal Duties and Responsibilities :

  • Identifies and responds to incidents and coordinates resources during incident management
  • Communicates incidents and their status to customers and executives
  • Continuously learns the Syniverse suite of products and infrastructure to understand their vulnerabilities and weaknesses to utilize this knowledge in the direction of response teams to the most likely fix areas to restore service quickly and effectively
  • Performs post incident analysis to document the root cause and identify key areas of improvement in process, procedure, and systems.
  • Job Requirements :

  • Two to five years of working in a technical environment, supporting networks, telecommunications, the cellular industry, data processing and / or information management in a technical capacity.
  • Specialization and understanding of the interdependencies between systems, applications and networks
  • Working knowledge / experience with many of the following technologies
  • oIP Networking

  • Routers, switches, firewalls
  • Routing protocols (BGP on OSPF)
  • Experience with IPSEC VPN, MPLS
  • Cisco CCNA or Juniper JNCIA equivalent level expertise
  • oSS7 Signaling

  • Knowledge of SS7 Networking Protocols (MTP, SCCP, ISUP, TUP, TCAP)
  • Knowledge of signaling applications (ANSI 41, GSM, CNAM, LIDB, Toll Free, SMS, LNP)
  • Knowledge of ANSI and ITU signaling protocols
  • Knowledge of Tekelec STP, LSMS, and Sentinel systems
  • oApplication Support

  • Understanding of HLR, SMSC, MMSC, MIM, and MDG
  • Experience troubleshooting application issues
  • Windows / Unix / Linux experience
  • Experience in an incident response team environment
  • Understanding of networking and telephony concepts with hands on experience being a plus
  • Experience in a customer support function.
  • Advanced computer skills (Windows, MS Office products, Visio) as a user
  • Strong written and verbal communication skills
  • Strong follow-up and teamwork skills
  • BS / BA in Engineering, Computer Science or equivalent work experience
  • Cellular Switch experience a plus
  • Previous experience with Network Management Systems a plus
  • Must be able to work in a fast-paced multitasking technical and administrative environment
  • The position requires 24x7x365 shift work. (i.e. 12 hour(s) and either day or night shifts and holidays)
  • Multilingual skills are a plus
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