Senior Cloud Operations Engineer

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 "Runbooks" to 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 2nd/3rd 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
• 4 - 7 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! 

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: 5159
Reporting into: Director 
Role Type: Individual Contributor