Job closed.
Job Description
Primary Performance Area: Team Leaderhip
- Lead the Managed Services team in the provision of effective and efficient application support for the Engagement Management Platform to ensure high quality problem resolution and business continuity at agreed service levels
- Oversee all of the service requests, incidents and problems from Verint’s customers
- Develop, implement and manage support processes and procedures to improve incident resolution
- Determine root cause of issues and communicate appropriately to internal and external customers.
- Develop and monitor staff rosters and annual leave to ensure adequate staffing levels are maintained to satisfy business demands by meeting peak demand periods and minimising staff downtime
- Ensure that the Managed Services team is responsive to customer needs by managing escalations as per the defined process, and managing communications to customers
- Maintain operational efficiency by supervising the Managed Services team and ensuring procedures are complied with and regularly monitoring and reviewing work processes, developing and managing workforce and training plans
- Develop and implement service delivery improvements into Managed Services working in conjunction with Professional Services, Product Support and the Managed Services management team in Australia
- Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
- Ensure a culture of continuous improvement is created and maintained in Managed Services where service levels continue to improve
Secondary Performance Area: Application Support and Maintenance
- Verint Engagement Management support and maintenance
- Provide 2nd and 3rd level application support to business users
- Provide application support for Java based vendor developed enterprise software
- Manage and maintain a structured change and release ITIL based management framework
- Implement changes as delivered by project or business teams
- Maintain multiple environments ensuring changes are consistently applied
- Respond to and resolve incidents to meet SLA commitments
- Perform root cause analysis and problem investigations
- Provide input into SLA reporting and diagnosis of incidents
- Maintain and improve relationships with customer and other external vendors based at the customer site
Minimum Qualifications
Essential Experience
- Fluent in English, both written and spoken and effective communication skills
- 5+ years in a Team Leadership or Management role
- 7+ years in an IT or Support related role
- Strong experience with Linux and Windows operating systems (RHEL, Oracle Linux)
- Knowlegde of Databases and SQL (Oracle, MS SQL)
- Software Development Lifecycle experience
- Experience with Application development (Java)
- Strong knowledge in English verbal and written communication
Desired Experience
- Working as a consultant with current and prospective external clients
- Experience with virtualization (VMWare, AWS, KVM etc.)
- Experience with reporting engines such as Jasper
- Development experience with integration technologies (SOAP, ESB, JMS)
- Experience of Networks (TCP/IP)
- Experience building and managing Java application servers (Tomcat, JBOSS, Websphere)
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Menara Batavia, lt. 26, jl.K.H Mas mansyur Kav 126, Central Jakarta, DKI Jakarta, Indonesia
About Verint
Verint® is a global leader in Actionable Intelligence solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Our core product focused on CRM Customer Engagement Management, and Workforce Optimization Application.
Today, over 10,000 organizations in more than 180 countries, including over 80 percent of the Fortune 100 companies and government agencies worldwide, use Verint Actionable Intelligence solutions to power their customer engagement and cyber intelligence operations.
Our portfolio of Actionable Intelligence Solutions turns structured and unstructured information into insights by leveraging machine learning technology and advanced analytics.
Verint offer Competitive Compensation & Benefit, Limited Flexible Working Hour, and the opportunity for you to be exposed to international experience both onsite and offshore such as Dublins, Glasgow, Santa Clara & Redford California, Singapore, Hongkong, Belfast, Sydney, Tokyo, etc.