- Senior
- Optionales Büro in Bangalore
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with 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.
Overview of Job Function:
This role leads both Major Incident Management (MIM) and Problem Management to ensure swift incident resolution and long-term operational stability. The ideal candidate will serve as the primary point of contact for both functions, guiding incident response efforts, restoring services efficiently, and driving root cause analysis to eliminate recurring issues.
The position requires strong cross-functional collaboration, proactive analysis, and a continuous improvement mindset. A deep understanding of the ITIL framework is essential, with a strategic and tactical focus on enhancing Incident and Problem Management processes. Additionally, this role presents an opportunity to unify Incident, Problem, and Change Management under a cohesive, ITIL-driven approach—contributing to greater operational maturity and resilience.
Responsibilities
Principal Duties and Essential Responsibilities:
- Lead the Major Incident Management (MIM) function and serve as the primary point of contact across all supporting teams.
- Own Access Management responsibilities for cloud users.
- Operate effectively within a matrix organization to ensure rapid service restoration and long-term issue resolution.
- Maintain structured issues and problem logs, tracking progress, and ensuring accountability.
- Guide post-incident investigations to identify root causes and implement preventative measures.
- Facilitate post-incident reviews and document lessons learned to drive continuous improvement.
- Adapt, deploy, and integrate tools to enhance visibility, collaboration, and efficiency in incident and problem tracking.
- Implement process enhancements to prevent repeat incidents and improve overall response effectiveness.
- Collaborate across teams to strengthen the knowledge base and reinforce operational best practices.
Qualifications
- 6–8 years of overall IT experience, including 4–6 years of hands-on experience in Major Incident Management and Problem Management.
- Strong understanding of ITIL-based Incident and Problem Management processes.
- Proven experience leading MIM and Problem Management in dynamic tech environments.
- Ability to manage both temporary workarounds and permanent resolutions effectively.
- Skilled in facilitating cross-team investigations, meetings, and conference calls with clear outcomes and timelines.
- Proficient in stakeholder communication during major incidents and chronic issues.
- Capable of forming and executing collaborative action plans with defined roles and deadlines.
- Maintain up-to-date documentation, including root cause analyses, impact diagrams, technical references, and action items.
- Proactively identify potential issues and service risks to prevent incidents.
- Provide regular reports and insights on incident trends and recurring issues.
- Continuously support process improvements and knowledge base enhancements.
- Develop and maintain tools and resources to manage major incidents more effectively.
- Operate within a matrix organization, managing people, processes, and resources across support functions.
- Derive and work toward KPIs and goals as directed by leadership.
- Ability to multitask, stay composed under pressure, and drive accountability across teams.
- Strong interpersonal, negotiation, influencing, and conflict-resolution skills.
- Excellent communication skills—verbal, written, and presentation.
- Bachelor's degree in engineering or equivalent.
