Senior Cloud Operations Engineer

Job Description

So, what s the role all about?

NICE Cloud group currently seeking a technical, hands-on, customer-focused Application Operations Engineer (NICE Recording Solution) to join growing Cloud team.

How will you make an impact?

• Perform operational duties including application server health, service recycling.
• Identify and resolve operational issues (e. g. batch failures, network issues, client data feed errors)
• Monitor server performance, memory utilization, CPU, file systems, databases, batch jobs.
• Maintain operational documentation, e. g. incident tracking and run books.
• Produce metric reports including daily production status.
• Review Client support tickets and requests under service SLAs
• Resolve level 2 and level 3 issues (i. e. application support, DBs and data center related issues). Document issues in customer support portal.
• Provide on-call off hour support and work during non-prime shift hours.

Have you got what it takes?

• 4 to 6 Experience working with voice and data networks in the capacity of troubleshooting and maintenance.
• Microsoft operating systems, Networking, SQL, Security and VoIP technology.
• Experience in production support experience in with Cloud-Based hosting administration, management, and performance tuning under high availability SLA environment.
• CTI Experience with most common PBX, Switch, ACD and CTI vendors - Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys - advantage.
• Experience with AWS or any Cloud infra.
• Nice/Verint or any other recording platform experience - preferred.
• Certified on all NICE Systems solutions - advantage.
• Experience of working in medium or large teams. Must be a Team player.
• Well, represents NICE in front of customers, both verbally and in writing.
• Can express themselves appropriately both verbally and in writing.
• Experience with MySQL or any scripting language - preferred.
• Proficiency with Windows scripting and regular expressions
• Experience with and understanding of complex process and data flow.
• Ability to communicate effectively and proactively (both written and verbal) to various groups and clients daily.
• Experience with application debugging, performance, scalability.
• Familiarity with standard application security compliance best practices
• Knowledge of fault detection and resolution processes
• Experience working successfully independently and with other team members as well as developers.
• Ability to multi-task as required and provide rapid support in production.
• Must be able to provide On-Call off hour support and work during non-prime /night shift hours (Rotational basis)
• What s in it for you?

Enjoy NICE-FLEX!

Requisition ID: 5716

Reporting into: Technical Manager.
Role Type:Individual Contributor