Tier 3 Support Team Leader

Hiring manager: Vladi Kushnir

Romania, București / Job ID: 27.410


Verint’s global service organization plays a significant role in customer satisfaction and loyalty, solutions stability and integrity in various intelligence products. The third tier of support is the mediator between the field support engineers (tier 2) and the software developers (tier 4), and is the main authority for the product support as a whole.  

The Tier 3 Support Team Leader will be leading a team of tier 3 support engineers. The team is composed of  subject matter experts in the areas of: operation systems, databases, virtual environment, central storage and frontend communication solutions. The role requires profound managerial skills as well as top-notch technical proficiency. The team leader will be both managing and working hands-on to promote the team’s objectives. 

As a Tier 3 Team Leader you will be accountable for:

  • Reach and maintain the desired service level according to the team’s objectives and KPI’s
  • Effectively delegate, manage and resolve technical incidents and ensure the team is on track
  • Hands-on incidents troubleshooting and resolution (around 70% of entire role capacity)
  • Continuously develop the team’s knowledge and work methods
  • Promote and nurture a customer-driven support culture and encourage open communication within the team
  • Mentor the team members to increase their proficiency and self-development
  • Recruit team members, plan and supervise their on-boarding process


Technical Requirements:

  • BSc or practical engineering degree in electronics or computer science
  • Proven team management experience - Mandatory
  • At least 3 years’ hands-on experience as a support engineer  - Mandatory

Strong analytical and technical skills in following areas:

  • Virtual Environment technologies (VMWare, Hyper-V) – Mandatory
  • Databases hands-on (MS SQL, Sybase, other) can interpret schemas, and/or author queries, stored procedures – Mandatory
  • Familiarity with Storage and raid configuration, advantage Netapp, EMC – Mandatory
  • Experience with troubleshooting of multiple Operating Systems (Windows, Linux) including basic administration, configuration optimization, desktop domains (active directory) and Windows security experience – Mandatory
  • Knowledge of communication - network structure (LAN, WAN), and communication equipment functionality (hubs, switching hubs, routers) – Advantage
  • Knowledge of widely used protocols – TCP/IP , Mail, HTTP, VoIP etc – Advantage
  • Powershell, Bash , Python scripts development / DevOPS knowledge  – Advantage 
  • Familiarity with HW :   HP /Dell Servers. ILO/iDRAC,  Raid technology – Advantage 

Other Requirements:

  • Ability to assume a leadership role and motivate employees
  • Self-starter, multitasker and independent
  • Willingness to work in a fast paced and challenging work environment
  • Strong analysis and troubleshooting skills
  • Good verbal and written communication skills in English
  • Good presentation skills
  • Availability to provide support beyond office hours
  • Wilingness to travel abroad (10%)
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