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Syniverse
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Incident Management Engineer

Incident Management Engineer

Syniverse

3 - 7 years

0 Lacs

karnataka

Posted:5 days ago| Platform: Shine logo

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Skills Required

incident management communication root cause analysis customer support windows unix linux network management systems

Work Mode

On-site

Job Type

Full Time

Job Description

As an Incident Management Engineer at Syniverse, your role involves coordinating resources, response, and communications during system and/or product outages or service degradations. You will be a crucial member of the Incident Response Team, responsible for understanding the overall system status, impact of outages, and performing necessary communications activities during incidents. Your intimate knowledge of Syniverse products, systems, and infrastructure will be key in effectively managing incidents. Additionally, you will be required to review past incidents, prepare Root Cause Analysis reports, and suggest areas of improvement in processes and procedures. **Key Responsibilities:** - Identify and respond to incidents, coordinating resources during incident management. - Communicate incident status to customers and executives with detailed information. - Conduct real-time proactive monitoring of customer metrics. - Prioritize, manage, and resolve emerging customer issues from start to finish. - Perform post-incident analysis to document root causes and identify areas for improvement. - Collaborate with key stakeholders to enhance the customer experience and operational excellence. - Recommend action plans or infrastructure improvements to prevent future operational impacts. - Continuously learn about Syniverse products and infrastructure to effectively guide response teams for quick service restoration. **Experience, Education, and Certification:** - BS/BA in Engineering, Computer Science, or equivalent work experience. - 3-5 years of incident response team environment experience. - Experience in a customer support function. - Windows/Unix/Linux experience. **Additional Requirements:** - Advanced computer skills (Windows, MS Office products, Visio). - Cellular Switch experience is a plus. - Previous experience with Network Management Systems is a plus. - Ability to work in a fast-paced multitasking technical and administrative environment. - Availability for 24x7x365 shift work, including day or night shifts and holidays. - Multilingual skills are a plus. At Syniverse, we offer a competitive total compensation, flexible/remote work options, and a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture. We believe in the importance of diversity, equity, and inclusion among our employees as we strive to connect the world. If you know someone at Syniverse, be sure to have them submit you as a referral prior to applying for this position.,

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Incident Management Engineer