Operations Analyst II

Role Description

The Operations Analyst II is a full contributor, responsible for providing technical solutions to exceptionally difficult problems. As the mid level of support, this position will address day-to-day customer issues, application issues, problems and concerns that are more detailed in nature, requiring analysis and research.

Key Responsibilities

• Provide Technical support, determine the root cause of the problem(s), and find appropriate solutions.
• Follow SLA guidelines including timely follow-up, escalation, and resolution of tickets on time.
• Analyze metrics and identify the possible reasons for any achievements or deviations.
• Participate in ticket review and ensure the appropriate solution is provided.
• Create status reports on the activities performed as per management requirement.
• Provide documentation on newly discovered solutions and develop production ready solution support scripts.
• Provide continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate, and logs.
• Provide application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs.
• Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support.
• Participate in new initiatives for providing technical solutions.
• May support provisioning.

Functional Disciplines

• IOT: Ability to implement Discount and AA14 based IOT and do QC before moving tariff into production environment. Analyze the stopped file and take appropriate action. Respond to customer queries with detailed information and handle customer requests through SR. Daily processing of TAP files stopped due to tariff deviation. Interact with Customer support team and provide technical expertise to resolve critical customer queries. Update AA14 document for all Syniverse RMS customers and provide technical help to the customer. Facilitate UAT during migration of new customer.
• IREG: Knowledge about Software testing (Writing test cases, test execution, test report). Awareness about the Mobile network communication, Architecture knowledge about GSMA, IREG standards. Ability to troubleshoot the network configuration issues and identify the problem. Thorough understanding on the tests required for Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G. Hands-on experience in Ticketing Tool. Thorough knowledge of MSC configuration. Knowledge about Probes, remote testing tools.
• TADIG/CCA: Understanding of Call records for all the service types (Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G). Understanding of IOT, AA.14. Hands-on experience in TAP editor, TADIG standards. Hands-on experience on any industry standard TAP testing tools. Knowledge on billing & mediation. Knowledge on GSMA standards, specifically roaming.
• CHS: Monitor the Clearing House System (CHS) processes to guarantee the smooth running of the entire production engine. Timely follow-up. Escalate and respond, so that no SLAs are missed and neither Syniverse nor Customer revenue is impacted. Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification and error handling. Monitor the process of sending and receiving the Outstanding File Reports (OFR). Validate deviations reported in OFRs from other DCHs. Raise disputes to other DCHs for wrong RAP files received, as per GSMA guidelines. Recycle erroneously rejected records. Report Software bugs to Technical Development. Track of new releases in GSM Industry.
• TAP/RAP: Analysis of RAP/Tap files received from other Data Clearing Houses (DCH). Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification and error handling. Raise and Handle disputes to other DCHs for wrong RAP files received. Report Software bugs to Technical Development. Monitor processes for RAP related applications (like RAPMGR). Provide input for the improvement of the RAP processes and cooperate with the team in developing new Clearing House applications (RAP related). Monitor the process of sending and receiving the Outstanding File Reports (OFR). Validate deviations reported in OFRs from other DCHs. Recycle erroneously rejected records. Track of new releases in GSM Industry. Monitor the Exchange rates, Tax rates, contact the other DCHs in case of wrong rates.
• AA14/R21: Updating of the changes in AA14 and IR21. Handling DCH or FCH Changes between any DCH or FCH's providing updates to dependent teams and Creating Invitation for successful Migrations. Handling Tap Version changes and Creating Invitation to the dependent teams and Follow-up with them on the completion. Providing Input to IOT Team for the IOT Changes, as per AA14. Maintaining of the AA14's in Central Repository. Configuring Secure ID User in Database Net Op and OMA for Customers. Track of new releases in GSM Industry.
• BCC: The primary responsibility is to monitor all operational issues/incidents through different monitoring tools, dashboards etc. and ensure all issues/incidents are restored within the agreed SLA by responding to internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.
• DATANET & TECHNOLOGY OPERATIONS: Ability to understand product functional and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Manage seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of production environment and to provide solution for the production issues.
• DBA: Responsibilities include the organization, installation and assessment of enterprise relational database management system software across multiple database environments, with a primary focus on Oracle/Microsoft SQL Server. This includes database design, creation, maintenance, backup and recovery, performance tuning and installing new database software releases. Environments supported include development, system test, UAT.
• MNP HELPDESK: The primary responsibility is to log incidents through HPSM tools and ensure all issues/incidents are restored within the agreed SLA by responding to internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.
• MNP OPERATIONS: Ability to understand MNP product functions and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Perform seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of MNP production and disaster environment using HPOV and NNM alert monitoring tools.

Qualifications

• Bachelor degree in computer science, electronics or telecommunication or equivalent experience.
• 2+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
• Preferred Oracle certifications - OCP, OCA, SQL Server Certified Engineer.
• Prior experience in Telecom Operations preferred.

Additional Requirements

• 24/7/365 helpdesk support, system monitoring, application support and willing to work in shift.
• Ability to communicate status updates effectively to the project team and management.
• Ability to work independently as well as in a team environment.
• Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.

Benefits

• Competitive total compensation.
• Flexible/remote work.
• Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.