Temp - Sr Customer Operations Specialist

Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.

Who We're Looking For

Some of What You'll Do- General Summary:
- Job Description
- Primary Duties and Responsibilities:
- 40% - Lead the implementation and maintenance processes for new and existing Customers Perform as the Lead for the Customer Support Analysts and Customer Support Administrators
- Coordinate and lead efforts between Customer ensure the timely production of customer invoices and reports..
- Function as a liaison and escalation point for all reporting/scheduling issues
- Keep abreast of all customer affecting issues
- Participate in the development and rollout of new initiatives and customers.
- Provide customer support services that enable new business growth initiatives. Support Manager by insuring adherence to departmental policies and procedures.
- Assist in managing day-to-day activities specific to the department objectives.

35% - Escalation point for analyzing and researching customer problems, questions and needs regarding outputs and data.
- Analyze product processes and recommend cost-effective improvements, which eliminate unnecessary work and automate manual procedures. Participate in the development and rollout of new initiatives and customers.
- Participate on Product/Project Team Meetings

25% - Maintain departmental desktop procedures for Global Provisioning.
- Provide user access administration for external customers requiring Crossroads Super User Ids and for enforcing SOX related processes and procedures

100% Total Time (Must Equal 100%)
- MNP, DATA NET, & TECHNOLOGY OPERATIONS
- 40 % Monitoring
- Continuous monitoring of production Application servers that includes system health, resource utilization, file transfer rate, database insert rate and logs
- Monitoring of connectivity to databases
- Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support.
- 24/7/365 operation and will require shift work
- Provide regular status reports
- Processing of incoming feeds/data
- Validate the reports generated by the system properly
- Trouble ticket management and resolution within company set guidelines

20 % 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

40 % Operations activities
- Validating the test files
- Create and follow up on trouble tickets with respective teams
- Update the tickets with relevant information
- Super User for enforcing SOX related processes and procedures
- Participate in requirements gathering and design reviews and provide input for downstream products.
- Participate on a rotation pager schedule that provides system support and critical production support on a 24 X 7 basis, 365 days/year

100 % Total Time (Must Equal 100%)- Functional Disciplines:
IOT:

Ability to implement Discount and AA14 based IOT and do QC before moving tariff into production environment. Analyze the stopped file and take appropriate action. Respond to customer queries with detail information and handling customer request through SR. Daily processing of TAP files stopped due to tariff deviation. Interact with Customer support team and provide technical expertise to resolve critical customer queries. Update AA14 document for all Syniverse RMS customer and provide technical help to the customer. Facilitate UAT during migration of new customer- IREG:

Knowledge about Software testing [Writing test cases, test execution, test report]. Awareness about the Mobile network communication, Architecture knowledge about GSMA, IREG standards. Ability to troubleshoot the network configuration issues and identify the problem. Thorough understanding on the tests required for Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G. Hands on experience in Ticketing Tool. Thorough knowledge of MSC configuration. Knowledge about Probes, remote testing tools
TADIG/CCA:

Understanding of Call records for all the service types (Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G).Understanding of IOT, AA.14.Hands on experience in TAP editor, TADIG standards. Hands on experience on any industry standard TAP testing tools. Knowledge on billi