Sr Operations Engineer

About the role

Syniverse is the world’s most connected company, working with some of the world’s most recognized brands—including eight of the top 10 banks, four of the top 5 global technology companies, and over 900 communications providers. We provide an innovative culture and great benefits to our incredible talent.

As a Sr Operations Engineer, you will provide technical solutions to exceptionally difficult problems, addressing day-to-day customer issues, application issues, and complex concerns through analysis and research. This role involves installing, configuring, operating, and evolving common infrastructure such as networks, servers, and external services (e.g., the cloud).

Responsibilities

• Provide escalated technical support for complex technical issues, including leading problem management cases and providing management status.
• Analyze requirements, prioritize requests, and communicate with users to clarify needs.
• Create programs and/or processes to satisfy requests.
• Participate in the design and review of database changes to ensure they meet functional and performance requirements.
• Install, monitor, maintain, support, and optimize all production server hardware and software.
• Create, track, and report metrics for capacity planning and provide recommendations.
• Participate in the ticket review process, providing severity and scope analysis of issues, inquiries, and requests while maintaining ownership until resolution.
• Analyze metrics to identify reasons for achievements or deviations and execute action plans based on customer feedback.
• Continuously monitor production servers, including system health, resource utilization, file transfer rates, database insert rates, and logs.
• Monitor application health, including file processing, data loading, scheduled tasks, report generation, and application logs.
• Use alarm monitoring tools to interpret conditions, resolve issues, or escalate to the next level of support.
• Improve production performance through benchmarking, research, and problem correction.
• Research errors based on warnings and errors in production logs, prioritizing issues by analyzing logs, database entries, and processes.
• Perform User Acceptance Testing in the production environment and conduct relevant error research.

Requirements

• Bachelor’s degree in computer science, electronics, telecommunications, or equivalent work experience.
• 5+ years of relevant professional experience in application support, technical customer support, problem management, relational databases, programming languages, or software development.
• Certification on operating systems and databases (preferred).

Skills

• Exceptional customer service skills and the ability to communicate with both technical and non-technical clients.
• Excellent analytical, multitasking, and communication skills (verbal and written), with strong attention to detail and familiarity with testing and troubleshooting techniques.
• Proficient working knowledge of Linux, networking tools and protocols (including DNS and tcpdump), programming/scripting languages such as Python, Java, and Bash, and databases including Oracle and MySQL.
• Experience with application design and architecture principles is preferred.

Benefits

Syniverse offers a competitive total compensation package, flexible and remote work options, and a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.