2 Problem management Jobs in Hyderabad | Problem management Job openings in Hyderabad

Job Summary

We are looking for a Verint WFO / Recording Support Engineer with 2+ years of hands-on experience in supporting Verint Workforce Optimization and Recording solutions. The candidate will be responsible for production monitoring, application health checks, troubleshooting recording-related issues, log analysis, incident management, and coordination with internal teams and vendor support.

Key Responsibilities

• Provide L1/L2 production support for Verint WFO and Recording environments.
• Monitor Verint WFO applications, services, servers, and system alerts.
• Perform regular health checks of Verint WFO and Recording components.
• Troubleshoot call recording-related issues, including:
• Missing recordings
• Recording failures
• Incomplete recordings
• Recording quality issues
• Recording availability issues
• Recording search/playback issues
• Analyze Verint application and recording logs to identify the root cause of incidents.
• Troubleshoot Verint application services and connectivity issues between WFO components.
• Perform basic troubleshooting of database and SQL-related issues.
• Perform application/service restarts as per approved troubleshooting procedures.
• Perform post-restart and post-maintenance health checks and validation.
• Escalate complex issues to L3 teams or Verint vendor support when required.
• Participate in Verint WFO patching, upgrades, and maintenance activities.
• Follow Incident, Change, and Problem Management processes.
• Maintain troubleshooting documentation, incident updates, and knowledge-base articles.
• Participate in rotational/on-call support as required.

Required Skills

• 2+ years of hands-on experience with Verint WFO / Recording.
• Good understanding of Verint WFO architecture and components.
• Hands-on experience in Verint Recording troubleshooting.
• Good knowledge of call recording and contact center concepts.
• Strong log analysis and troubleshooting skills.
• Basic knowledge of SQL/database troubleshooting.
• Basic knowledge of Windows/Linux servers.
• Basic understanding of TCP/IP, DNS, networking, and common ports.
• Basic understanding of SIP/VoIP concepts.
• Experience with monitoring and logging tools.
• Experience working in a production support environment.
• Good communication, analytical, and incident-management skills.

Good to Have

• Experience with Verint WFO patching, upgrades, or migrations.
• Knowledge of Workforce Management (WFM).
• Knowledge of Verint Speech Analytics.
• Knowledge of Verint Quality Management.
• Experience with ITSM tools.
• ITIL knowledge or certification.

Key Mandatory Skills

Verint WFO | Verint Recording | 2+ Years Experience | Production Support | Recording Troubleshooting | Log Analysis | SQL Basics | SIP/VoIP Basics | Networking Basics | Monitoring

Vista Plus Development & Engineering – Production Support

We are looking for an experienced Vista Plus professional to provide production support, health monitoring, and operational governance for enterprise reporting and document archival platforms.

Key Responsibilities:

• Provide production support and health-check monitoring.
• Perform Linux administration and Shell scripting.
• Handle application installation and upgrades in Linux environments.
• Manage file systems and production issues.
• Support Incident, Change, and Problem Management in line with ITIL practices.
• Work with basic Oracle/database concepts.
• Maintain documentation and operational governance.

Required Skills:

• Vista Plus Development & Engineering
• Shell Scripting
• Linux
• File System Management
• ITIL
• Oracle/Database concepts
• Production Support

Preferred: Application migration, automation/scripting, audit & compliance, and enterprise reporting/document archival experience.

Contract: 12 months | C2H | Hybrid