At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Job Title: Senior Technical Support Engineer – Cloud Operations
Location: GTC Pune
Job Type: Full-Time | Rotational Shifts (24x7 Support Model)
About the Role:
We are seeking a proactive and detail-oriented Technical Support Engineer to join our support operations team. In this role, you will provide Tier 3 support for deployed applications, monitor system dashboards and alerts, and collaborate with advanced support and R&D teams to ensure high availability, performance, and reliability of our services. This is a 24x7 rotational support role critical to maintaining seamless global operations.
Key Responsibilities:
- Monitor and manage production environments using tools like Azure Monitor, Application Insights, Grafana, and Kibana.
- Respond to Azure alerts, investigate telemetry and logs, and identify root causes of application issues.
- Troubleshoot REST APIs using Postman, diagnose request/response failures, and validate integrations.
- Perform log analysis and diagnostics using Kibana and Application Insights.
- Collaborate with Tier 4 support and R&D to escalate and resolve complex incidents.
- Ensure accurate and timely resolution of issues within defined SLAs and KPIs.
- Contribute to the creation of runbooks, knowledge base articles, and standard operating procedures (SOPs).
- Participate in 24x7 rotational shifts, including nights, weekends, and holidays.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field (B.E/B.Tech/BS).
- 3–5 years of experience in technical support, application monitoring, or cloud support services.
- Strong hands-on experience with:
- Azure Cloud Services (Monitor, Alerts, Application Insights)
- Grafana and Kibana for metrics/logs visualization
- Postman for API testing and troubleshooting
- Good understanding of cloud-native web applications and microservices architecture.
- Familiarity with Linux/Unix systems and basic shell commands.
- Experience with ITSM/ticketing tools like ServiceNow, Jira, or Zendesk.
- Excellent communication, analytical thinking, and problem-solving skills.
- Willingness to work in a 24x7 rotational support model.
Nice to Have:
- Scripting knowledge in Shell, PowerShell, or Python.
- Understanding of containerization (Docker) and orchestration (Kubernetes).
- ITIL Foundation certification or working knowledge of ITIL processes.
- Exposure to CI/CD pipelines and DevOps practices.
Why Join Us?
- Be part of a global team ensuring availability of mission-critical applications.
- Work in a collaborative, fast-paced environment using modern tools and technologies.
- Opportunities for career growth into Specialist Support Engineer.
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Top Skills
NICE Pune, Mahārāshtra, IND Office
8th Floor in Wing A & B Block Rhine Rajiv Gandhi Infotech Park-Phase II, Hinjewadi , Pune, India, 411057
