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Syniverse
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Incident Management Engineer

Incident Management Engineer

Syniverse

5 - 10 years

4 - 8 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

unix administration operational excellence linux incident management customer support visio windows ms office monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Incident Management Engineer is responsible for coordinating resources, response, and communications during system and/or product outages or service degradations. As a member of the Incident Response Team, the Incident Management Engineer is responsible for understanding the overall system status, the impact of outages, and performing the communications activities that are required to take place during incidents. This position must have intimate knowledge of Syniverse products, systems, and infrastructure. When not responding to incidents, this role is responsible for reviewing prior incidents to prepare Root Cause Analysis reports and suggest areas of improvement in process and procedure.

Some of What Youll Do

Scope of the Role:

Direct Reports: This is an individual contributor role with no direct reports

Key Responsibilities:

Identifies and responds to incidents and coordinates resources during incident management .
Communicate incidents and their status to customers and executives providing detailed information regarding all aspects of the incident.
Conduct continuous real-time proactive monitoring of customer metrics.
Prioritize, manage, and own emerging and developing customer issues from start to finish .
Performs post incident analysis to document the root cause and identify key areas of improvement in process, procedure, and systems.

Collaborate with key stakeholders across Syniverse to improve the customer experience and develop mechanisms that support operational excellence .
Recommend action plans or improvements to the Syniverse infrastrcture to prevent future impact to operation .
Continuously learn the Syniverse suite of products and infrastructure to understand their vulnerabilities and weaknesses to utilize this knowledge in the direction of response teams to the most likely fix areas to restore service quickly and effectively.

Experience, Education and Certification:

BS/BA in Engineering, Computer Science or equivalent work experience
3 -5 years of e xperience in an incident response team environment
Experience in a customer support function
Windows/Unix/Linux experience

Additional Requirements:

Advanced computer skills (Windows, MS Office products, Visio) as a user
Cellular Switch experience a plus
Previous experience with Network Management Systems a plus
Must be able to work in a fast-paced multitasking technical and administrative environment
The position requires 24x7x365 shift work. (i.e. 12 hour(s) and either day or night shifts and holidays)
Multilingual skills are a plus .

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Incident Management Engineer