Job Information
Verint Systems, Inc. Specialist Global Financial Compliance Support in Singapore, Singapore
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:
- Minimum 2 year’s Finical compliance Voice recording experience of on-site management of financial compliance voice recording environments that supports complementation, and troubleshooting of software applications
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
Knowledge of TCP/IP networking, application level protocols (SIP, RTP, etc.), firewall technology, SQL databases, Windows servers, and storage systems
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
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.
Verint Systems, Inc.
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