Verint Specialist Global Financial Compliance Support 

Singapore, Singapore 

132631926

Key Accountabilities

• 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.

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

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

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

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