At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.
Associate Cloud Operations Engineer
Location: Taguig City, Philippines
Hybrid Work Structure
Major Functions/Responsibility
- Acts as a service domain expert. Understands the behaviors and functions of all applications and DB services used in the application stack.
- Perform detailed analysis of issues within the production and pre-production environments.
- Ensures Operational Supportability standards are being adhered to during the development process; works with dev teams to fulfill those requirements.
- Assists the Technical Support and Operations (NOC) teams with customer escalations and operational issues, providing insight into advanced questions and solutions. Acts as a point of escalation for both teams for product-specific issues.
- Creates bug reports and application optimization recommendations for the Engineering teams.
- Responds to infrastructure escalations impacting the production environment.
- Root causes complex problems and involves multiple stakeholders, network, hardware, and software that relate to scaling and performance.
- Ensure proper monitoring, alerting, capacity planning, and reporting in the production environment.
- Works closely with Engineering, QA, DevOps, and Network Operations teams.
Education Requirement: Bachelor's degree in computer science, Business Information Systems or related field or equivalent work experience is required
Experience Requirement:
- 4+ years of experience in a similar role
- An ideal candidate will have a combined skill set of technical aptitude, superior troubleshooting, and excellent communication/collaboration skills.
- Knowledge and proficiency with a variety of Ops and Automation tools
- Strong troubleshooting skills with the ability to analyze data from multiple sources (logs, system, application)
- Great at writing scripts for automation
- Strong experience working in public cloud environments (AWS) and working knowledge of troubleshooting issues with AWS services.
- Basic to intermediate understanding of networking concepts (subnets, IP routing, ACLs)
- Capable of writing SQL queries and performing data analysis against various data sources (SQL, DynamoDB)
- Experience using application monitoring systems (Logic Monitor, SolarWinds)
- Strong people/communication skills that allow App Ops engineers to interact with in-person and remote teams.
- History of documenting complex systems (network diagrams, bug reports, application specifications)
Experience Preferred: Identity Management, Windows Server, Patching / Updating, Active Directory, Exchange, VMWare, Veeam, Logic Monitor, Office 365, AWS, Azure
Experience working with call centers and call center infrastructure
Experience working with an international customer base.
About NICE
NICELtd. (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 crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions and monitors3+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.
