Shift Lead

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Technical Operational Role: 

• Identify and Categorize the Incidents, Service requests & Change requests for the product which is logged by end user.
• First level Support on Verint Finance compliance recorder.

Key SPOC for

• Identifying & categorizing tickets related to product from the initial information.
• Understand Business urgency & impact of issues.
• Assignment of priority to tickets as per the eligibility criteria.
• Route the tickets to correct assignment groups as instructed in SOP document.
• Search and reuse information from internal repositories.
• Daily pre-production checklist.
• Proactive & regular update to customer.
• Opening tickets with Third parties, Vendors and OEM on behalf of customer and follow up till closure.
• Schedule and Hosting WebEx/TEAMS meetings.
• Effective handling of request and incident as per ITIL framework.
• Acknowledge and resolve tickets within agreed SLA and perform necessary coordination with corresponding resolver group.
• Point to point coordination between customer unified desk and support teams to provide resolution.

Technical & Functional Skills & Certifications

Hands on experience (build and manage) on Verint Solutions.

• Strong understanding of Verint recorder architecture, including Recording Servers, Media Servers, Capture/Recording components, storage, databases and associated services. 
• Experience supporting voice, screen and interaction recording, including recording policies, retention, quality and compliance requirements. 
• Knowledge of compliance recording, call capture, search, playback, quality monitoring and audit requirements. 
• Ability to troubleshoot recording failures, missing recordings, partial recordings, playback issues, search/indexing problems and recording-quality issues. 
• Experience with Verint system administration, configuration, health monitoring and incident troubleshooting. 

Training/Certifications

• Verint-specific administration or technical certification is highly desirable
• Verint Recording / Verint Financial Compliance certifications or relevant Verint product training

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.