Location: Hyderabad, Pune, Noida
Experience: 6+
Notice Period: Immediate to 30 Days
Role Overview
The role will be part of a small support team responsible for BAU/KBR support of Verint Ops Manager, ensuring smooth day‑to‑day operations, incident resolution, stakeholder communication, and support for upgrades and minor enhancements.
Key Responsibilities
- Provide BAU and KBR support for Verint Ops Manager (Verint‑provided solution).
- Monitor, analyse, and resolve incidents and service requests using ServiceNow (SNOW).
- Work with management teams to prioritise incidents and fixes based on business impact.
- Liaise with business stakeholders to understand issues and manage SLA‑based communication.
- Provide technical support for development, testing, and delivery of fixes, following established change management processes.
- Review small business change requests and assess effort, impact, and complexity to support prioritisation.
- Support Ops Manager upgrades and patching, coordinating closely with Verint and other third‑party vendors.
- Ensure documentation, handovers, and operational readiness during releases.
Required Skills & Experience
- Hands‑on experience with Verint Ops Manager (mandatory).
- Exposure to Verint WFM is an added advantage.
- Strong understanding of incident, problem, and change management processes.
- Experience working in ITSM tools, preferably ServiceNow.
- Ability to interact confidently with business users and senior stakeholders.
- Experience supporting production systems in BFSI / BPO / Contact Center environments.
