Who We’re Looking For
General Summary
Technical resource responsible for supporting all IP network services and applications. This position strives to improve customer satisfaction by developing tools, processes and expertise to proactively detect service degradation in the network and restore quality service.
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Some of What You’ll Do
Primary Duties and Responsibilities:
Addition to the above responsibilities, this person should be able to:
o Provides input to Manager for budget planning purposes.
o Communicates with Network Operations Center and Customer Service Hotline for information gathering and customer status updates during trouble resolution.
o Works closely with customer’s technical resources and management to resolve issues.
o Provides updates and information as necessary to all levels of management.
o Quantifies and describes complex technical issues to customers and internal personnel to promote quicker issue resolution.
o Ensures trouble tickets from Hotline and Network Operations Center are prioritized and addressed within severity guidelines by the department.
o Provides superior technical guidance and direction to customers and trading partners for issue resolution.
o Ensures Manager is informed of any severity 1 or escalated issues
o Contributes to decision making process with other team members as well as Manager – Surveillance & Restoral
o Ensures reported issues and service interruptions are addressed within severity level guidelines
o Provides guidance and expertise to support personnel in the resolution of complex service issues
o Possesses technical expertise that is applied to resolve trouble reports and complex service issues
o Can quickly move from one issue to another, analyzing and localizing problem to quick resolution
o Evaluates configurations and network designs, helps develop methods for proactive monitoring and trending
o Notes trends and chronic issues, develops tools for communications to management or defines actions required to address exception conditions
Job Requirements:
o 3+ years experience working for a Telecommunications Service provider in similar field.
o 3+ years experience working on Firewall Appliance and Threat Mgmt.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.
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Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
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