Technical Consultant

Corporate Website of Orange; Mumbai; On-site; INR 350,000 - 600,000; Part time

Benefits offered by this job

Global opportunities

Flexible work environment

Professional development

Career growth

Well-being programs

Job summary

Orange Business seeks a Technical Operational Specialist to identify, categorize, and manage incidents, service requests, and change requests for its Verint Finance compliance recorder. You will be the first line of support, coordinating with end-users, OEMs, and vendors across multiple channels and ensuring timely resolution within SLAs.

You will work in a 24x7 support context, handle shift rotations, and drive knowledge sharing, training, and product evaluations to improve service delivery.

Qualifications

• Hands-on experience with Verint Financial Compliance / Recording solutions.
• Knowledge of IP telephony, Contact Center environment & Cloud infrastructure.
• Hands on experience (build and manage) on Verint Solutions.
• Strong understanding of Verint recorder architecture, including Recording Servers, Media Servers, Capture/Recording components, storage and databases.
• 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.
• Understanding of recording storage, retention policies, archival, storage capacity and data lifecycle management.

Responsibilities

• Identify and categorize tickets related to the product from initial information.
• Provide first-level support on Verint Finance compliance recorder.
• Coordinate with end-users, OEMs, and vendors via mail/phone/WebEx/TEAMS and escalate per SLA.
• Route tickets to correct groups as per SOP and reuse information from internal repositories.
• Conduct daily pre-production checks and provide proactive updates to customers.
• Open tickets with third parties and follow up until resolution.
• Schedule and host WebEx/Teams meetings for customer engagements.
• Ensure tickets are acknowledged and resolved within agreed SLA across resolver groups.

Skills

Verint

IP Telephony

Contact Center

Verint Solutions

Recording Architecture

Troubleshooting

SLA Management

Cloud Infrastructure

Voice Recording

Team Coordination

Tools

WebEx

Teams

Job description

Location: Mumbai, UNAVAILABLE, IN

Employment Type: OTHER

About us

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.

About the role

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.End-user and OEM coordination over different communication mediums (mail/Phone/WebEx/TEAMS) and escalating within defined timelines.

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. Take initiatives in learning, certifications & evaluating new products & Tools. First level Support to Verint Finance Compliance recorder solution. Proven experience troubleshooting technical issues Driving technical knowledge transfers & awareness session on best practices within team by proper training session

About you

• Hands-on experience with Verint Financial Compliance / Recording solutions, preferably in enterprise or financial-services environments.
• Additionally essential knowledge of IP telephoney, Contact Center environment & Cloud infrastructure.
• 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.
• Understanding of recording storage, retention policies, archival, storage capacity and data lifecycle management.Position will require to work in rotational shifts to support 24 * 7 operations /project assignments

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

What we offer

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.

Only your skills matter

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.