NICE Systems (www.nice.com) is the leading provider of Insight from Interactions solutions & value-added services, powered by the convergence of advanced analytics of unstructured multimedia content & transactional data from telephony, web, email, radio, video, & other data sources.
NICE's solutions address the needs of the enterprise & security markets, enabling organizations to operate in an insightful & proactive manner, & take immediate action to improve business & operational performance & ensure safety & security. NICE has over 24,000 customers in more than 150 countries, including over 85 of the Fortune 100 companies.
Team Lead Feb 2009 - May 2013
- Manage & motivate a team of Technical Consultants by demonstrating subject matter expertise in the support, maintenance & implementation (installation) of NICE Systems proprietary software products whilst maximizing performance.
- Ensure individual Technical Consultants are meeting their targets & meeting the SLAs of their respective business functions.
- Develop business application performance dashboards used for monitoring & diagnostic purposes.
- Enhance the reputation of Service Delivery through providing effective, balanced responses to Issues from internal & external stakeholders.
- Facilitate team meetings using appropriate brainstorming, problem solving & decision making techniques in dealing with newly identified Service Request issues & trends.
- Working closely with Technical Account Managers in managing the key customer account escalations to identify & resolve Critical To Business issues within agreeable timelines.
- Acting as a key support contact (SPOC) to the engineering function taking part in sprint reviews & co-coordinating the project release path for Go Live & transition/handover into support/service delivery.
- Schedule shift rosters for the team members to ensure the critical business support hours are covered whilst considering factors like service request trends, freeze period, team training programs, holidays, leave etc.
- Perform evaluations of team members for appraisals, promotions & staff development.
- Working extensively with the HR team in the overall recruitment process which includes shortlisting candidate profiles, interviewing the candidates & thus contribute to team building.
- Identify coaching needs for team members & deliver coaching sessions as required.
Technical Consultant May 2007 - Jan 2009
- Support, maintenance & implementation (installation) of NICE Systems proprietary software products like NICE CLS 8.9 & NICE Perform which provide comprehensive solutions to the overall operational needs of contact centers in terms of Quality Monitoring, Compliance/Selective Call Recording & Data Analytics.
- Diagnose/troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions & inter-operability with other software & provide guidance by email or by phone as required.
- Innovate & create client solutions & recommend changes to hardware & software architecture.
- Provide service quality to clients by anticipating client needs & informing them of patch, hotfix, software upgrades, work-arounds & trainings available.
- Perform Root Cause Analysis (RCA) & provide recommendations on a mitigation plan.
- Replicate customer problems, test fixes & document solutions for use by the NICE Support Team.
- Escalate tickets to the appropriate level per established escalation procedures & within the set performance criteria.
- Perform software installations for clients as required.
- Verifying customer site pre-requisites, preparing & subsequently implementing NICE solutions at client sites.
- Managing the customer relationship & expectations, communicate effectively & troubleshooting to resolve technical issues during the implementation.
- Being the technical liaison between the client & various tiers of the organization.
- Document suggested enhancements/changes to NICE software to improve performance or usefulness of the NICE products.
- Participate in QA testing & software upgrades including releases, patches & fixes as directed.