Support Ops Specialist

About VERITAS

Veritas Technologies solves what no one else can. As the leader in secure multi-cloud data management, over 80,000 customers – including 91% of the Fortune 100 – rely on Veritas to help ensure the protection, recoverability, and compliance of their data.

Veritas has a reputation for reliability at scale, which delivers the resilience its customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match Veritas’ ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets and 60+ clouds through a single, unified approach. Powered by Cloud Scale Technology, Veritas is delivering today on its strategy for Autonomous Data Management that reduces operational overhead while delivering greater value. Learn more at Veritas.com.

Veritas’ Customer Success Organization 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. The team includes Customer Success Management, Business Critical Services, Global Customer Support, Global Technical Enablement, and Licensing Services.

About Veritas
 

Veritas vision is to enable organizations to thrive in this new world of digital business.
 

We believe information is everything! Data is an organization's 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.

Support Ops Specialist – Veritas Technical Support, Global Command Center

This is the use of resources in real time.

• Ensures that Technical Support cases are being answered within established internal service level goals.
• If gaps existing in schedules during the day, the 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.
• Knowledge of Genesys Tool and Power BI (Preferable)
• Makes CTI skill changes as needed (Genesys)
• 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
• Knowledge on Incident Management
• Preliminary analysis of operating results from trend reporting
• Shift Timings: Rotational-(24/7)
• 4-6 years total experience with a minimum of 4 years’ experience preferable in Delivery Operations or workforce management tools and technologies with at least 12 months in Command Center.( Supporting Operational function)
• Strong on Excel skills
• Basic knowledge and understanding of database structures, SQL, and Advanced Excel a plus

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
• ITIL Certification 

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVeritas!