Sr Support Ops Specialist

Job Description

About VERITASVeritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.Veritas supports 500 data sources, 150 storage targets, 50 clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.Veritas Customer Success is responsible for ensuring that Veritas customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.About VERITASVeritas vision is to enable organizations to thrive in this new world of digital business.We believe information is everything! Data is an organizations digital currency; a critical business asset that is growing in value. We are the only company that provides a data management platform to address the core challenge of accessing, managing, and analyzing all of their data, no matter where it is, in real time - allowing organizations to truly maximize the value of their data.Veritas is currently looking for motivated individuals who not only do but are also leaders who influence change and make a difference. The team is always looking for passionate, dedicated individuals who are self-motivated in their work and careers.Senior Support Ops Specialist Veritas Technical Support, Global Command CenterWhat You will be doing
• Ensures that Technical Support cases are being answered within established internal service level goals.
• If gaps existing in schedules during the day, the Senior Command Center Specialists will work with the Delivery Managers to identify those gaps and how best to fill them to meet our customer needs in the moment they are looking for help.
• This team will cover all of Veritas Support Solutions globally real time with pre-defined plans for business continuity. Some of the activities below are examples, but are not necessarily limited to these functions
  • Manages real-time activities across all sites around the globe
  • Makes CTI skill changes as needed
  • Tracks Real Time Reporting needs
  • Sends out service level performance reporting by tier at certain intervals of the day
  • Watches RTA, Real Time Adherence Tools for Schedule Compliance
  • Watches each skill or queue real time to ensure cases are being picked up
  • Watches our outsource vendor queues and RTA also to ensure a consistent customer experience
  • Manages outage incidents of critical tools and is the single point of contact for IT and the business
  • Running, supporting and/or maintaining components of infrastructures (databases, reports, analytics, scripts, tools, techniques) which enable Technical Support Management
  • Preliminary analysis of operating results from trend reporting
  • Mentor junior members in the Command Center
What skills, experience and education you need as a team member to succeed:
• Clear communication skills including the ability to clarify and requirements and negotiate for clear deadlines
• Excellent with stakeholder Management with high level of accountability
• Ability to learn quickly
• Prioritize team over self
• Attention for detail
• Proactive to identify and come up with solutions to business needs
• Team First Approach
• High level of flexibility
Shift Timings: Rotational-(24/7)Preferred Education/Related Experience Desired:
• 4-6 years of total experience in a 24x7 support with a minimum of 18 months of experience in Command Center and/or 4 years in workforce management tools and technologies.
• Experience in business and delivery operations
• Experience on CRM and telephony solution like Oracle Service Cloud, CUIC
• Strong on analytical and excel skills with an eye for detail
• Basic knowledge and understanding of database structures, SQL, statistical tools and Advanced Excel a plus
At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested Then apply and find out more about #TeamVTAS!,

Keyskills :
data servicesservice leveladvanced excelcommand centerdata managemententerprise datacustomer supporttechnical supportproduct portfoliostatistical tools