Synergy’s Employee Spotlight series profiles some of the best and brightest of Syniverse who make mobile work for our customers around the world.
What’s your title and role at Syniverse?
I’m Technical Director at our Tampa office. In this role, I manage teams for operations, network support, and database and system administration that provide our customers support for Syniverse’s data roaming products. In addition, I manage our Service Operations Center, where our teams use real-time roaming usage data to continually monitor our customers’ roaming performance, proactively resolve any abnormalities, and ensure the highest quality of experience for subscribers. My organization is spread across three locations – Tampa, Florida, Bangalore, India, and San José, Costa Rica – so we can provide 24/7, “follow the sun” support to all our customers.
How long have you been at Syniverse?
I’ve been at Syniverse for over eight years now. I started as a contractor, became a full-time employee as Advisory System Engineer, was promoted to Senior Technology Manager, and then was promoted to Technical Director.
What are you working on this month?
I’m working on two big projects. The first project involves improving the automation of some of the processes for our Service Operations Center. This will enable us to further optimize the quality of roaming experience that our operator customers can deliver to their subscribers while at the same time decreasing revenue loss caused from any service disruptions. The second one involves defining and automating the cloud-based templates for our strategic data roaming products. This automation will help us bring new services to market more quickly and reduce our development implementation cycle times.
What’s one of the most valuable insights you’ve gained during your career in mobile?
Change is the only constant. Unlike in other industries, in the rapidly evolving mobile industry, it’s not about how fast you can adapt to change, it’s, first, about how soon you can envision it. Then, second, it’s about how you should respond in the form of solutions that can offer the most immediate value to customers. This capability to envision change is crucial for success in the mobile space.
What’s been your best moment at Syniverse?
There have been many great moments, but if I had to pick one, I would say the launch of our Service Status Dashboard is one of my favorites. For this project, the vision of our Chief Technology Officer was to develop a service-based monitoring tool that could provide enhanced performance awareness and rapid response to technical problems. To do this, we devised a tool that could track service performance and send urgent notifications based on preset thresholds and past performance trends. Service Status Dashboard has now become such a success that it is the primary tool used by our customer-support teams across the globe. There’s even a mobile version for smartphones. There is also a feature to subscribe for text messaging and email alerts, allowing team members to get notifications on any subset of products that they would like to specifically track. All in all, the success of Service Status Dashboard was a dream come true for our Chief Technology Officer, and I’m privileged that my team made it happen.
What’s the best thing about working at Syniverse?
The best thing about Syniverse by far is the people. In addition, it’s the wide variety of technologies we get to work with. There is so much to learn and explore in mobile, and never a dull moment.
Tell us about your mobile lifestyle. What kind of phone do you use?
I use an iPhone 6S. I use my mobile more than my laptop, tablet or desktop and literally do everything on it, from reading emails, providing approvals, browsing news, using social media, listening to music, doing banking, and communicating with friends and family.
What’s your favorite app or tool on your phone, and why?
The camera is the tool I use the most. I love it because it’s so easy to use to capture and share any moment. My favorite apps are Skype and WhatsApp, which I use to communicate with my family in India.
What’s the longest you’ve gone without using your phone recently?
Only when I’m asleep do I go without using it. I fly a lot, but my phone is always beside me working, no matter which country I’m in (thanks to Syniverse!). The longest I’ve gone without using cellular service was during a recent 15-hour flight to Dubai, although I was still using my phone then to type some notes and make some photo collages to entertain myself.
What do you like to do outside of work?
I love to spend time and travel with friends and family. I also like adventurous activities that give me an adrenaline rush, like skydiving, ziplining, whitewater rafting and snorkeling.