• Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status. • Coordinate escalated support cases and lead appropriate internal technical resources and/or third-party vendors to resolution. • Identify, analyze and resolve the assigned tickets using root cause analysis to determine the appropriate solution(s). • Install, monitor, maintain, support, and optimize all production server hardware and software. • Participate in the ticket review process and provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution. • Analyze metrics and identify the possible reasons for any achievements or deviations. • Action plan and execute for the feedback received from customers. • Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs. • 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. • Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction. • Error research based on the warnings, errors available in the production logs. • Prioritize the production issues by analyzing the logs, database entries and processes. • Perform User Acceptance Test in the production environment and perform relevant error research.

• Work as single point of contact for all customer communications and escalations and ensure the performance the network through monitoring of traffic, performance, and configuration. • Analyze, report, and act upon/resolve alerts generated by the internal surveillance tools  • Act as first line of contact for all Trouble Ticket issues, and maintain the shift logs  • Provide follow-up on change requests, incidents/Break-fixes and perform other scheduled activities within the SLA requirements. • Conduct proper maintenance of systems and ascertains compliance with security, safety, and environmental guidelines.  • Troubleshoot and isolate incidents with vendors and service providers. Escalate according to Syniverse NOC processes. • Work closely with Tier-II counterparts to resolve and close events/incidents.  • Provide input to shift reports and coordinate handover of incomplete activities to the to the oncoming shift.  • Demonstrate and apply thorough understanding of the OSI (Open Systems Integration Model), operations of Network Monitoring Tools. (e.g.: HP Network Node Manager, NetCool), and customer applications and components associated with each application. • Use IT Standard Operating Procedures (SOP), Work Instructions (WI) and Server support documentation for the Network Operations Center (NOC).

The administrator of the virtualization tool VMware. VM configuration and installation. Createbackup methods as snapshots or clone the VM. Administrate updates for the VM's. OSWindows Server installation.

Networking and Server configuration for organizational equipment