Incident Management Engineer

Incident Management Engineer

Syniverse is the world's most connected company. Whether we're developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward.

Who We're Looking For

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 You'll Do

Scope of the Role:

This is an individual contributor role with no direct reports.

Key Responsibilities:

• Identifies and responds to incidents and coordinates resources during incident management.
• Communicates incidents and their status to customers and executives providing detailed information regarding all aspects of the incident.
• Conducts continuous real-time proactive monitoring of customer metrics.
• Prioritizes, manages, and owns 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 infrastructure 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 experience 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 hours and either day or night shifts and holidays).
• Multilingual skills are a plus.

Why You Should Join Us

Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.

Know someone at Syniverse? Be sure to have them submit you as a referral.