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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.

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