Orange Business is here
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 agile 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:
- 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.
About you
Hands-on experience with Verint Financial Compliance / Recording solutio
📌 Technical Consultant (Mumbai)
🏢 Orange
📍 Mumbai