Associate Manager

3 weeks ago

Bengaluru, India Verint Full time
Job Description

Overview of Job Function:

Associate Manager is a member of Verint’s core engineering team, and is considered a Subject Matter Expert for system level issues that span multiple components from distributed development teams around the world

The Associate Manager will work with Verint’s Service/Support organization and R&D internally, while supporting the product. This role requires the skill and ability to analyze and resolve highly technical issues. Additionally, the role is responsible for maintaining deep knowledge on Verint products & industry standard technologies such as databases, application server, operating systems & network to ensure that the right technical approach is taken in resolving and assigning priority to technical issues. 

The Associate Manager will influence processes & procedures and identify area of improvements in team structures, collaboration with R&D & Services/Support. This position will also interact with Product Management to improve product capabilities.

Responsibilities:

Translate strategic vision into executable roadmaps with clear priorities, milestones, and resource allocations. Champion Agile methodologies, leading teams in iterative development cycles to ensure timely and efficient delivery. Leverage data-driven insights to track project performance, identify improvement opportunities, and optimize delivery processes. Demonstrate significant understanding of the product architectures of the entire solution suite;  Build a high performing team by creating a baseline of collaboration and sharing inside the team while encouraging people to try and experiment. Responsible for the professional development and mentorship of team members to build a team which can be trusted Troubleshoot and resolve product issues from customers. Communicate plan, progress issues in a timely manner and be self-sufficient & resourceful in meeting deliverables. Keep the employees laser focused on their tasks by helping them with their needs; Ensure SLA is being followed and strive to reduce bottlenecks(knowledge of process); Provide status updates to the leadership on regular basis and escalate complex/time sensitive issues. Firmly establish self in role as a “trusted technical contact point”;  Drive root-cause analysis and continuously identify trend of issues which will bring improvements to applications and processes; Develop an understanding of the business and application processes that exist within Verint; Stay abreast of the latest technologies and features; Ensure updates to documentation are done on a continuous basis Encourage team to drive product enhancements and foster an environment of innovation  Measure team’s performance constantly and look for improvement opportunities Proactively manage project risks and dependencies, navigating challenges within budget and resource constraints. Foster a culture of transparency and open communication, regularly updating stakeholders and addressing concerns collaboratively.

Position Requirements: (Competencies, Experience, Interpersonal Skills,):

Bachelor’s degree in Computer Science or other applicable engineering discipline. Overall, 12 to 15 years professional experience in software industry Experience of leading a team of 5 to 8 people. 5+ years’ experience with the installation, support, use, or administration of Verint software (V11 or V15) or any similar software products. 4 years of technical support, software installation, presales or R&D experience in a software company. 4 years’ experience working with web-based products hosted on Windows using SQL Server. 2 years of Programming/scripting experience in any language Hands-on experience building and scaling cloud-native applications on specific platforms (., AWS, Azure, GCP). Deep understanding of SRE practices, cloud-native principles, including microservices architecture, containerization (., Docker, Kubernetes), CI/CD pipelines, and DevSecOps practices. Proven ability to reengineer, implement and manage infrastructure provisioning, application monitoring, reliable engineering and support of product, services and cloud resources. Champion automation, actively promoting and implementing tools for infrastructure, configuration, deployment, and testing. Ability to diagnose technical system performance issues related to either databases, application servers and/or networks & operating systems. Strong written and verbal communication skills; Ability to understand and read log files & willingness to go into details to understand the root cause of the issue; Ability to prioritize tasks and delegate task across team boundaries and/or geographically dispersed teams;  Willing to work in shift hours to overlap working hours with US, EMEA, APAC and Tel Aviv time zones and troubleshoot customer issues. Foster a culture of innovation, experimentation, and continuous learning within the engineering team.

Preferred Requirements:

Experience with Security such as Single Sign-On with Windows & other IT security aspects Working experience in the role of SRE is an added advantage. Experienced technical manager in a services or support capacity  Experience with CTI, Microsoft OS, Security experience Familiarity with Contact Center operations and technology software and tools is highly preferred. Knowledge in development language like C#, Java, VB Script, PowerShell.  Knowledge in tools such as Datadog, AppDynamics, Wireshark, Fiddler will be preferred Build and nurture a high-performing team of cloud-native engineers. Attract and hire top talent with the right skills and passion for engineering & cloud-native application operation and support. Lead and mentor engineers in Agile methodologies like Scrum or Kanban, ensuring efficient delivery against agreed priorities.

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