Lead Incident Management Engineer
hace 2 semanas
At Syniverse, we're looking for a skilled Lead Incident Management Engineer to join our team. As a key member of our Incident Response Team, you'll be responsible for leading and coordinating resources, response, and communications during system and/or product outages or service degradations.
Key Responsibilities:
- Identify and manage the response to incidents and coordinate resources during incident management.
- Lead incident support and Crisis Management calls and efforts to drive timely closure and resolution.
- 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 impacts and communication during an event.
- Prioritize, manage, and own emerging and developing customer and systems issues from start to finish.
- Perform post-incident analysis to identify the root cause and establish key areas of improvement in process, procedure, and systems.
- Develop and implement action plans or improvements to the Syniverse infrastructure to prevent future impact to operation.
- Lead projects and initiatives for the Incident Response Team.
- 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.
Requirements:
- BS/BA in Engineering, Computer Science, or equivalent work experience.
- 7+ years of experience in an incident response team environment.
- Experience in a customer support function.
- Experience in ITIL or similar problem management functions.
- Windows/Unix/Linux experience.
Additional Requirements:
- Knowledge or certification in ITIL or related area preferred.
- 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 (12 hours and either day or night shifts and holidays).
- Multilingual skills are a plus.
Why Syniverse?
At Syniverse, we believe in leading the world forward. We're a company that's passionate about connecting people and businesses around the world. We're looking for talented individuals who share our vision and are passionate about making a difference.
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