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.Support Ops Specialist Veritas Technical Support, Global Command CenterThis 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
• 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
• Shift Timings: Rotational-(24/7)
• 6-8 years total experience with a minimum of 4 years in workforce management tools and technologies.
• Strong on Excel skills
• Basic knowledge and understanding of database structures, SQL, 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!, 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.Support Ops Specialist Veritas Technical Support, Global Command CenterThis 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
• 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
• Shift Timings: Rotational-(24/7)
• 6-8 years total experience with a minimum of 4 years in workforce management tools and technologies.
• Strong on Excel skills
• Basic knowledge and understanding of database structures, SQL, 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 :
service leveltechnical supportdata servicesenterprise datacustomer supportfortune 100product portfolioadvanced excelcommand centerfortune 500