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
Primary Duties and Responsibilities:
Technical & Operational Activities
- 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 through the available documents
- 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 and demonstrate the Expertize in the specific work area
- Ability to prioritize the Tasks based on the business needs
Reports & Processes
- 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 Manager and Senior Manager
- Attending project team meetings, generating input/deliverables for DBA activities
- Maintain team meeting outputs, plan follow up on action points
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
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.
Functional Disciplines:
IOT & Rerating
- Detailed knowledge of IOT check and rerating services and processes in order to perform quality 1st Level analysis of customer Incident tickets related to IOT check.
TADIG
- 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 billing & mediation. Knowledge on GSMA standards, specifically roaming
CHS:
- Detailed knowledge of CHS required for checking file status and reports to provide quality Level 1 support to customer SR and Incident ticket requests.
TAP/RAP:
- Good ability to analyse RAP/Tap files received from other Data Clearing Houses (DCH) to understand requests received customers and interact with Level-2 production teams to provide quality solutions and response to customers.
AA14/R21:
- Understand changes in AA14 and IR21.Handling DCH or FCH Changes b/w any DCH
BCC:
Job Requirements:
- technical customer support, problem management,
- Bachelor degree - preferably in commerce or computer science, electronics or telecommunication - or equivalent work experience
- Knowledge on one or more operating systems.
- Knowledge on one or more Service Ticketing Systems
- Prior experience in Technical Service industry will be an added advantage
- Responsible for dealing with International/Domestic Clients
- Prior experience in Telecom Operations will be an added advantage
- 24/7/365 Customer support and willing to work in shifts, if required
Knowledge Requirements
- Working knowledge on UNIX,WINDOWS, and SQL
- Experience in producing operational and procedural documentation to a high standard
- Skilled with standard SQL
- Knowledge on ticketing tools i.e. Remedy etc.
- At least 3 years of good experience in Unix environment and SQL commands
- Strong on experience in file operations
- 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 ski