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Customer Dedicated Trade Floor Voice Recording

3 weeks ago

Singapore Verint Systems Inc. Full time

**Key A **ccountabilities
- Daily checks - perform daily health checks, beginning and end of day
- Recording Application Patching - deployment/testing of Verint quarterly software updates
- Bi-Annual Health-Checks - perform and document the bi-annual health check
- Analyses and evaluates technical issues and suggests/implements methods and techniques to achieve resolution
- Resolve customer escalations and manage both onsite and remote escalation projects
- Works effectively unsupervised as well as in team environment
- Effectively communicates with customers and internal technical teams
- Liaise between customer and Verint teams (provides a conduit)
- Works with customer escalation and management teams to resolve and manage communication for complex customer escalations
- Incident Management - Respond to customer logged support cases by troubleshooting (T2/T3) and investigating the reported issue with Verint's proprietary Financial Compliance software. Work with the relevant customer and Verint T4/Engineering teams to investigate and resolve issues
- Tracking of fault cases - Track active support cases with relevant parties, ensure support cases are regularly updated
- Attend regular service review meeting
- Assists and facilitates technical enablement when needed for the customers technical teams

**_Job Metrics:

- **
- Completion of on-site tasks
- Meet customer SLA for managed service and support activities
- Success of support relationship with customers on-site team
- Successful management and closure of escalations
- Performance feedback - annual appraisal

*Act per the Information Security Policy and Information Management Policy and Privacy Policy.

**People Specification
**_General: _**

and related technology infrastructure.
- Advanced understanding of troubleshooting flow
- Dedicated support in region being able to effectively deal with customer managed service and support activities issues remotely
- Experience in documenting customer process, and service activity reports
- Effective verbal customer communication

**- **Ability to travel regionally and internationally at short notice for exceptional requirements

**_Industry specific: _**

**Regarded as very knowledgeable/experienced in the following areas**:

- 2 + year’s Financial Compliance environment voice recording experience
- Cisco UCM voice recording integration / setup
- IPC Unigy voice recording
- Knowledge of analyzing network issues - running network traces
- Advanced understanding of troubleshooting flow

**_Product/Technical: _**

**Skills and experience required:
- Windows Server
- Microsoft SQL
- Wireshark
- Experience of storage systems (EMC/HCP)
- Knowledge of VM Ware technology

**_Professional/Task: _**
- Understanding of LAN/WAN networking, including SIP
- Ability to analyse log files, and clearly communicate, and document technical issues
- Server security - LDAP, HTTPS Certificates, Data Encryption, Domain/user policies, Windows hardening
- Ability to execute and modify SQL scripts to assist with troubleshooting

**_Specific Qualifications & Accreditations
- **

**_Essential: _**
- 2+ Years’ experience in voice recording in Financial Compliance environments.

**_Desirable: _**
- Technical certifications (Cisco, Microsoft, VM Ware, SIP)
- 2+ Years’ experience in Verint Verba recording products
- Technical Writing
- Project Management

**_Required Non-Technical Competencies
- **
- Oral Communication
- Written Communications
- Effective Listening
- Presentation Skills
- Interpersonal Effectiveness
- Time Management & Organization
- Objectives/Goal Setting
- Decision Making
- Critical Thinking
- Accuracy/Attention to Detail
- Working across Cultures
- Conflict Management
- Willingness
- Ethics and Integrity
- Analytical Skills