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40 inContact Jobs

Cloud Operations Engineer

NICE CXone

2-4 years

Pune

1 vacancy

inContact

posted 3mon ago

Job Role Insights

Key skills for the job

Customer Service SQL Customer Support Change Management Product Support Troubleshooting

+ 1 more

Job Description

So, what s the role all about

The Cloud Operations Engineer role will work in the global Public Safety Cloud Operations and will be critical in helping to detect, isolating, and resolving network, application and cloud infrastructure faults that may occur with our Evidencentral platform which is a state-of-the-art cloud deployed solution for digital evidence management for Public Safety (Primary Law Enforcement) customers worldwide.

How will you make an impact

Participate in eyes on glass monitoring and play a key part in alert response and Incident Management processes
Assisting product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of our customers
Maintain and follow Runbooksto apply scheduled tasks or apply mitigations
Assist with system upgrades and production configuration changes, customer activations
Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations
Responsible for ensuring all changes are monitored closely and successfully rolled out with any issues or defects identified, triaged, and escalated in a timely manner
Provide 2 nd /3 rd line engineering support for the product
Report issues found during implementation and engage support teams for assistance, as well as escalate to higher tiers and management; as appropriate
Provide basic application overview, technical support, and technical quality control throughout all stages of the project.
Document and add lesson learned and resolutions to the Nice Knowledge Base
Communicate with R&D/product support about customer technical feedback on implementation of product related enhancements and fixes
Be time-zone flexible with working hours outside of normal working hours, also when needed to address critical or urgent matters
Participate in a 24-7 shift pattern, including evenings and weekends

Have you got what it takes

BS or MS Computer Science or related degree
The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important
2 - 4 years of relevant technical customer support experience preferred, particularly within a Public Safety environment Understanding what represents good customer service and how to deliver it is essential
Previous experience within an application, software or product support role is desirable
Working knowledge of Windows server and client technology, ideally supporting web applications and services
Excellent technical and analytical skills
Experience with web applications and configuration management
Experience of Microsoft Azure and Cloud Technologies
Experience working on Production and Test customer systems
Efficient, effective, and respectful communication skills both with customers and within internal departments. Including:
- Excellent written and spoken English
- Good listener, able to identify and validate assumptions
- Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
- Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
- Multi-tasking and time-management to prioritise and switch between varied tasks
- Focused and calm under pressure
- Careful record keeping
Able to use initiative and to work effectively both independently and as part of a team

You will have an advantage if you also have:

Experience with Azure Portal and familiarity with Azure services.
Experience with basic SQL querying.
Experience with Postman or any API tool.
Experience of Scripting.
Experience of configuring Application Monitoring and Dashboards. (e.g. Grafana, Kibana)
Experience working in an ITIL environment (e.g. Incident Management, Change Management)

What s in it for you

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!