This position provides technical expertise and product knowledge to support the delivery of customer-focused product solutions throughout the product life cycle.
The incumbent should have a higher degree of experience across several key disciplines such as mainframe application systems, telecommunications and the cellular industry in order to address application and systems issues, problems and concerns that are of a more detailed and technical nature requiring in depth analysis and research as well as being an active participant in project meetings.
Assist in reviewing and refining user requirements for systems development and maintenance projects.
Provide expertise in programming, production support utilities, client / server application systems, telecommunications, and cellular industry.
Control production by monitoring system processes, working to resolve system abends 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.
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 analyzing and giving problem resolution to the following departments : Product Management, Client Relations, and Sales.
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.
Develop and implement software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators.
Conduct reviews of code release notes to evaluate potential problems prior to release of software in the production environment.
Execute the annual Disaster Recovery test.
Execute the annual SAS / 70 Audit test.
Share knowledge and best practices with other company personnel.
Participate on a rotation pager schedule that provides system support on a 24 X 7 basis, 365 days / year.
Install and upgrade company application software
Error analysis and resolution
Communicate to customers / end-users
PAR Resolution 2nd level support
Provide 24 x 7 pager support (rotating)
Automation of monitoring / alarming
Utilities for error investigation and resolution
Track and report performance trends
Sr Billing Systems Engineer :
Identify and recommend continuous process improvement opportunities in Billing
Implement plans to integrate improvement directives : includes design, requirements, implementation, and / or testing
Work with operations, support, administrators and development teams across Syniverse to implement process changes
Lead improvement projects from inception to execution : includes organizing cross-functional teams, managing timelines, facilitating communication between groups and ensuring final product meets needs as defined by project
Identify, research and resolve / repair inefficient or non-functional processes and reports
Create scheduled and on-demand reports against the billing database using PL / SQL
Perform billing research as requested by billing teams : includes utilizing the billing database (Oracle) and file system (UNIX), performing data analysis, preparing reports
Learn new programs, applications, and procedures as necessary to facilitate process improvement directives (e.g. SharePoint, SAP, Visual Basic, internal billing platforms)
A very solid understanding of a Linux / UNIX-based operating system, DNS, Sendmail and the ability to use performance analysis to tune systems.
Ability to solve problems quickly and completely and multitask projects
Able to work well with customer problems and provide pathway or solutions within a short amount of time.
Ability to work on tasks and projects alone or as part of a larger team.
Ability to identify tasks which require automation, and automate them or work with others to get them automated.
Desire and ability to lead a project from inception to completion.
Strong troubleshooting skills and ability to work with vendors.
Experience setting up and managing monitoring tools and ability to keep them organized
Experience troubleshooting advanced Linux and Windows Server problems
Excellent written and verbal communication skills as well as documentation
Willing to work as part of a global team and share responsibilities when needed
Able to communicate effectively with internal and external customers possessing a wide range of technical knowledge
Excellent customer service skills
Support rotating on-call responsibilities
Preferred or Desired Qualifications :
Experience setting up and running a multi-datacenter DNS environment
Experience with a centralized logging solutions
Experience managing iSCSI SANs or SAN switches
Current, enterprise-class Infrastructure / System Engineering experience with Microsoft platforms running on Intel servers utilizing directly attached and SAN attached storage.
Experience designing, implementing and managing one or more of the following technologies : Active Directory, System Center Operations Manager (SCOM), System Center Configuration Manager(SCCM), SQL Server, Microsoft Cluster Server.
Working knowledge of networking protocols and components including TCP / IP, DNS, CIFS.
Experience designing and implementing High Availability and Disaster Recovery solutions.
Scripting experience (Batch, WMI, VBScript, Powershell).
Willingness and capability of quickly learning new technologies required for accomplishing project goals.
Willingness and ability to produce high quality operational documentation, including Visio diagrams, high-level descriptions of the environment, as well as detailed instructions outlining the steps required to repeat the build-
out and configuration of the infrastructure.
Strong customer service skills with high level of professionalism, and ability to work with complex situations.
Providing technical documentation to Project and Operations teams as part of project deliverables.