Operations Signaling Support Manager

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. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.

Who We're Looking For

This position reports directly to the Sr Operations Director and is responsible for supervising all functions performed by the Signaling Operations group. This includes responsibility for employee scheduling, training, mentoring and professional growth plans in support of the overall Signaling Operations Departmental goals & objectives, with a special emphasis on driving a culture of excellence in Operations delivery. This position requires the manager to roll up his/her sleeves and participate in the day-to-day Operational functions.

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Some of What You'll Do

Scope of the Role:

• Direct Reports: This is a management role with direct reports.

As a Syniverse leader we expect you to amplify the careers of team members through coaching and development opportunities. By doing so you demonstrate that:

• You appreciate – the work, your team, and the customers you serve.
• You accelerate – skill growth, build networks and expand possibilities. 
• You accept – by making space for all ideas and inviting diversity of thought.
• You acknowledge – and lead with empathy, vulnerability, and honesty.

Key Responsibilities

• Lead the resolution of customer problems, issues, questions, and concerns after the implementation process, meeting and/or exceeding customer expectations. May Assist customers and operations personnel with their problems, issues, questions, and concerns, which are of a more technical nature, meeting or exceeding customer expectation.
• Participate in crisis bridge conference calls; pull resources as needed to provide just-in-time triage, troubleshooting and restoration of customer service.
• Build strong team competencies in the operations area; develop, train, and motivate the staff to meet individual, departmental, and business unit objectives, as well as ensure individual career growth and development.
• Inspire the team to stretch capabilities and achieve increasingly better operational metrics QoQ and YoY.
• Develop product support plans and provide customer feedback on the effectiveness of the support activities.
• Implement a follow-the-sun model of service delivery, with assignments balanced between geo-distributed operations teams worldwide.
• Track and identify potential alternatives to improve the reliability and operational effectiveness associated with SYNIVERSE’s existing signaling architecture. Identify system deficiencies and failure patterns and coordinate necessary corrective actions. Provide input to management regarding the development and implementation of network and monitoring tools, to effectively and efficiently service products.
• Generate both, internally and externally requested metrics, reports, files, output to monitor, measure, and improve signaling support processes.
• Work effectively with multiple stakeholders and auxiliary functions in the organization to drive the importance of engaging global teams to business success.
• Work with senior leadership team in advocating process and technical changes that can positively impact Syniverse’ operational metrics.
• Drive a culture of technical innovation by embracing automation in every aspect of Technology Operations.

Experience, Education, and Certifications:

• BS/BA in Computer Science, Engineering, or equivalent work experience
• 4+ years supervisory experience in a technical service capacity, with 10+ years of relevant industry experience.
•  3-5 years’ experience in a network engineering function in telecommunications or cellular industry in a technical capacity
• Experience with multiple data communication protocols and transmission carrier services. (Advanced knowledge in SS7, SCTP, GSM, ISUP and TCAP, working knowledge of IP, BGP, OSPF, LTE & Firewalls)
• Experience with and understanding of the concept of SCP's and STP's in terms of how they pertain to SS7 transport

Additional Requirements:

• Strong perceptual and analytical skills
• Strong interpersonal skills and communication skills
• Strong working knowledge of cellular switching and experience

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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 prior to applying for this position.