Software System Analyst (Java, SQL)

Arterra Mobility - McLean, VA (30+ days ago)


About Arterra Mobility

Arterra Mobility is all about innovation. As a company that has been around for more than decade, we have an established reputation in the telecom world best known for creating wireless solutions to help companies launch, grow and succeed. Our management team is pretty smart, too, with 30 patents to their names. Our fast-paced office and focus on teamwork means you will never be bored and have an opportunity to strengthen your professional career. The wireless world is constantly changing; we want you to be part of that journey.

System Analyst

The System Analyst is responsible for trouble management in a network operations environment proving client support and issue resolution for the Arterra platforms. In addition to billing and carrier/network provisioning, Arterra client platforms includes e-Commerce, fulfillment, and client/end user facing web portals, and third party integration for credit card charging, taxation, and other similar functions. You will work closely with clients, internal Arterra teams and wireless carriers to ensure the platforms operate as expected. We pride ourselves on ensuring great client experiences which support Arterra’s business and profitability goals.

A Day in the Life Will Likely Include:

  • Perform initial & second level troubleshooting, problem analysis and isolation of network and system events in accordance with Arterra Service Desk incident management guidelines
  • Research and analyze platform issues working cross-functionally across Arterra teams, clients, and carriers to identify root cause and corrective actions
  • Quickly identify and analyze network events from monitoring systems like AWS CloudWatch, AppD and Sumologic
  • Follow through and assist in troubleshooting after escalating
  • Respond to network activities, as required; this includes supporting SLA commitments between network operations and internal/external clients
  • Understand and respond properly to escalation procedures
  • Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and provide feedback for knowledge database.
  • Perform investigation/documentation/reporting for client-impacting or recurring issues
  • Manage and resolve client escalations in an effective manner, ensuring client satisfaction and evaluation of processes and procedures in order to minimize further issues
  • Interact directly with clients and Arterra teams to establish and manage priorities
  • Communicate effectively with clients and Arterra teams both proactively and reactively for platform release/outage notifications and issue resolution
  • Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times
  • Provide technical oversight and training to Arterra Service Desk Specialists

Sounds good? What You’ll Need to Land this Job:

  • Strong computer skills; including solid working knowledge of Windows-based applications
  • Possess the ability to manage client platforms and adjust to shifting priorities and rapid change
  • Outstanding problem solving, trouble shooting and communication skills
  • Bachelors degree or equivalent
  • 3-5 years related experience working in an operational environments (Service Desk or Network Operations Center)
  • Strong problem resolution, troubleshooting, and QA skills
  • 1-3 years experiencing of practical experience with most if not all of the following components of AWS: VPC, EC2, ELB, EBS, Route53, S3, CloudWatch, CloudTrail, IAM, Redshift, DirectConnect, RDS, SNS, SQS, Lambda
  • Fluent in Linux (RedHat/CentOS/Amazon) administration & shell scripting (BASH)
  • Experienced in developing and writing technical job aids
  • 2 years of experience with OSS/BSS Platforms

Please Note:

The Arterra Service Desk is a 24/7/365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends and provide overtime support

The Good Stuff :

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, commensurate with experience, and our extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Arterra Mobility is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, or any other classification protected by law.

Job Type: Full-time

Experience:

  • OSS/BSS Platforms: 2 years (Preferred)

Education:

  • Bachelor's (Required)

Location:

  • McLean, VA (Required)

Work authorization:

  • United States (Required)