• Demonstrate significant understanding of the product architectures of the entire solution suite;

• Build a high performing team by creating a baseline of collaboration and sharing inside the team while encouraging people to try and experiment;

• Responsible for the professional development and mentorship of team members to build a team which can be trusted

• Troubleshoot and resolve product issues from customers;

• Communicate plan, progress issues in a timely manner and be self-sufficient & resourceful in meeting deliverables;

• Keep the employees laser focused on their tasks by helping them with their needs;

• Ensure SLA is being followed and strive to reduce bottlenecks(knowledge of process);

• Provide status updates to the manager on regular basis and escalate complex/time sensitive issues;

• Firmly establish self in role as a “trusted technical contact point”;

• Drive root-cause analysis and continuously identify trend of issues which will bring improvements to applications and processes;

• Develop an understanding of the business and application processes that exist within Verint;

• Stay abreast of the latest technologies and features;

• Encourage his team to provide product enhancements to engineering and foster an environment of innovation.

• Measure his team’s performance.

Position Requirements: (Competencies, Experience, Interpersonal Skills,):

• Bachelor’s degree in computer science or other applicable engineering discipline.

• Overall, 9 to 12 years professional experience in software industry

• 3+ years’ experience with the installation, support, use, or administration of Verint software (V11 or V15) or any similar software products.

• 4 years of technical support, software installation, presales, or R&D experience in a software company.

• 3 years’ experience working with web-based products hosted on Windows using SQL Server.

• 1+ years of Programming/scripting experience in any language

• Ability to diagnose technical system performance issues related to databases, application servers and/or networks & operating systems.

• Strong written and verbal communication skills;

• Ability to understand and read log files & willingness to go into details to understand the root cause of the issue;

• Ability to prioritize tasks and delegate task across team boundaries and/or geographically dispersed teams;

• Willing to work in shift hours to overlap working hours with distributed teams around the world and troubleshoot customer issues.

Preferred Requirements:

• Experience with Security such as Single Sign-On with Windows & other IT security aspects.

• Working experience in the role of SRE is an added advantage.

• Experienced technical manager in a services or support capacity

• Experience with CTI, Microsoft OS, Application Security methods.

• Familiarity with Contact Center operations and technology software and tools is highly preferred.

• Knowledge in development language like C#, Java, Java Script, PowerShell

• Knowledge of tools such as Wireshark and Fiddler will be preferred.

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. As an equal opportunity employer, Verint Systems, Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, sex (including pregnancy, sex stereotyping, gender identity, gender expression, or transgender status), disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, or any other classification or characteristic protected by applicable country laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination globally.