Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex incidents, conducting root cause analysis, and ensuring the highest standards of customer satisfaction through effective solutions and collaboration with various teams.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Best Practices In Verint Operations And Support.
2. Provide Advanced Technical Support For Complex Incidents Escalated From Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues In Verint Environments.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Verint Functionalities And Operations.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Other Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Enhance Customer Experience And Achieve High Csat Scores Through First Call Resolution Strategies, Minimizing Rejected Resolutions And Reopen Cases, While Proactively Mitigating Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Verint Software And Its Operational Capabilities.
2. Strong Troubleshooting Skills With The Ability To Analyze And Resolve Complex Technical Issues Effectively.
3. Solid Understanding Of Quality Standards And Regulatory Requirements In Support Operations.
4. Excellent Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.
5. Familiarity With Knowledge Management Practices And Training Methodologies.

Other Requirements

1. Optional But Valuable: Verint Certification, Itil Foundation Certification