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?

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!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 5716

Reporting into: Technical Manager. Role Type:Individual Contributor