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Verint Systems, Inc. Analyst, NOC NE in Boston, Massachusetts

Analyst, NOC NE

Location US-Remote (United States)

Job ID 15990

At Verint, we believe customer engagement is the heartbeat of global brands, and our mission is to help organizations discover possibilities barely imagined a few years ago. We help the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. We’re looking for innovators with the passion, creativity, and drive to help us tackle new challenges and deliver real results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team provides a collaborative, collegial environment that openly celebrates differences and affords personal and professional growth opportunities.

Overview of Job Function:

The NOC Analyst is responsible for the overall Tier1/Tier2 monitoring and escalation of Verint’s multitenant shared platform for the VISS Business Unit. The Network Operations Center (NOC) Analyst performs technical analysis of system issues and outages as they occur. This individual then performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements.

Principal Duties and Essential Responsibilities:

  • Operate, monitor, and support Verint’s LAN/WAN infrastructure comprising of multiple data centers, proprietary and COTS hardware/software, communications equipment, and service applications in support of critical 24x7 operations.

  • Ensure at least 99.99% system uptime and network availability.

  • Perform first and second-level problem isolation and root-cause analysis and escalate as required.

  • Provide first and second-level Client Helpdesk Support.

  • Contact and coordinate Tier 3 support for advanced issues that require escalation, ensuring a smooth hand-off.

  • Provide After-Hour Engineer on Call (EOC) Support.

  • Provide support in our Disaster Recovery backup processes.

  • Ability to support deployment of Java, Voice-XML solutions.

  • Support weekly and quarterly platform maintenances which may include software changes and/or reboots.

  • Perform real-time system monitoring, traffic tracking (Zendesk), and trend analysis using Network Management Tools (e.g.: SiteScope, Insight Manager, Open View, Solarwinds), analysis systems, and Cisco IOS commands.

  • Compose accurate, informative, and timely network outage notifications, maintenance window notifications, and other internal and external (customer-facing) correspondence.

  • Monitor and verify all network changes against approved change requests.

  • Log, track, and update incidents and system change requests in our incident reporting system.

  • Generate system monitoring, management, and performance reports using both proprietary and COTS tools.

  • Respond to customer calls, emails, and other forms of communications expeditiously and with courtesy.

  • Present information to Verint and customer management team members via briefings, telephone conferences, and written correspondence.

Minimum Requirements:

  • Bachelor’s degree in technology or the equivalent experience is required

  • Minimum of 3-5 years’ experience working as a Tier 1 resource in a Network Operations Center environment monitoring, troubleshooting and escalating to Tier1/Tier2 resources

  • Call center, IVR, ACD, CTI and PBX experience

  • Windows Server 2000 or higher

  • LAN/WAN Experience with Cisco Routers and Switches

  • Telephony Experience with T1/DS3 Circuits, Multiplexers, Telecom Soft Switches and Voice Over Inter Protocol

  • Proficient in MS Office products

  • Proven analytical skills in a Network Operations Center or a contact center Help Desk environment

  • Excellent interpersonal, oral and written communication skills

  • Ability to use monitors/computer screens for the majority of the shift

  • Ability to work on-call after hours

  • Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

Preferred Requirements:

  • Experience with Intervoice IVR systems desired

  • Strong attention to detail, excellent organizational skills, and the ability to effectively communicate with all levels of management

  • A high degree of self-direction and self-motivation

  • Able and willing to work multiple tasks simultaneously, prioritize and work under pressure with tight deadlines

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.