Systems Technical Lead

hace 1 semana


San José, San José, Costa Rica Syniverse A tiempo completo

About Syniverse

Syniverse is a leading provider of innovative technology solutions. We empower our clients to succeed in an ever-evolving digital landscape.

As a pioneer in the field, we have developed cutting-edge technologies that enable intelligent cars to safely react to traffic changes and keep devices online wherever users go.

  • We work with top brands across the globe.
  • Eight of the world's top 10 banks trust us with their technical needs.
  • We partner with four of the top five global technology companies.
  • We serve over 900 communications providers.

We offer an exceptional culture and great benefits to our talented employees.

Job Description

This role is an individual contributor position with no direct reports. The Systems Technical Lead will provide escalated technical support for complex technical issues, including leading problem management cases and providing management status.

  1. Scope of the Role:
  2. Key Responsibilities:
  • Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status.
  • Coordinate escalated support cases and lead appropriate internal technical resources and/or third-party vendors to resolution.
  • Identify, analyze and resolve the assigned tickets using root cause analysis to determine the appropriate solution(s).
  • Install, monitor, maintain, support, and optimize all production server hardware and software.
  • Participate in the ticket review process and provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
  • Analyze metrics and identify the possible reasons for any achievements or deviations.
  • Action plan and execute for the feedback received from customers.
  • Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs.Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support.
  • 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.
  • Perform User Acceptance Test in the production environment and perform relevant error research.

Experience and Education

  • Bachelor degree in computer science, electronics or telecommunication or equivalent work experience.
  • Certification on operating systems and databases (preferred)
  • Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer

Requirements

  • Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients.
  • Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.


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