Cloud Operations Engineer

📋 Description

• • As a Cloud Operations Engineer at NICE Ltd., you will be at the forefront of managing and supporting our cutting-edge cloud-based applications, ensuring their optimal performance, availability, and reliability for our global clientele.
• • This role is pivotal in leading client projects within our dynamic Cloud team, requiring a customer-focused approach to application support and a proactive mindset towards operational excellence.
• • You will be responsible for a wide array of operational duties, including meticulously monitoring application server health, performing essential service recycling, and ensuring the seamless operation of our cloud infrastructure.
• • A key aspect of your role will involve identifying, diagnosing, and resolving complex operational issues. This includes, but is not limited to, troubleshooting batch failures, addressing network connectivity problems, and rectifying client data feed errors, all while maintaining stringent service level agreements (SLAs).
• • You will actively monitor server performance metrics, including CPU utilization, memory usage, file system capacity, database performance, and the status of critical batch jobs, to preemptively identify and mitigate potential issues.
• • Maintaining comprehensive and up-to-date operational documentation is crucial. This includes detailed incident tracking logs, comprehensive run books, and other essential operational guides to facilitate efficient knowledge transfer and consistent support.
• • You will be tasked with producing regular metric reports, such as daily production status summaries, providing valuable insights into system performance and operational health to stakeholders.
• • A significant part of your responsibility will involve reviewing client support tickets and incoming requests, ensuring timely and effective resolution within defined SLAs, thereby upholding our commitment to exceptional customer service.
• • You will be the go-to expert for resolving intricate level 2 and level 3 issues. This encompasses deep application support, database-related challenges, and data center infrastructure problems, with thorough documentation of all resolutions in our customer support portal.
• • To ensure continuous service availability, you will be required to provide on-call support outside of standard business hours and work during non-prime shift hours, demonstrating your commitment to our global customer base.
• • You will leverage your expertise in cloud-based hosting administration, management, and performance tuning within a high-availability SLA environment, drawing on 4 to 6 years of dedicated application/production support experience.
• • Your technical acumen will be applied to cloud platforms such as Azure and AWS, managing and optimizing resources within these environments.
• • You will work extensively with core operating systems and middleware, including Unix, Linux, and Windows, alongside application servers like Tomcat, utilizing SSH for secure access and scripting skills for automation.
• • Database management and support will be a key function, requiring experience with SQL Server, Oracle, and MySQL, including troubleshooting and performance optimization.
• • A deep understanding of complex process flows and data movement within our systems will be essential for effective problem-solving and system enhancement.
• • You will be expected to communicate effectively and proactively, both in writing and verbally, with various product groups and clients on a daily basis, fostering strong collaborative relationships.
• • Your experience in application debugging, performance analysis, and ensuring scalability will be critical in maintaining and improving our service offerings.
• • Familiarity with standard application security compliance best practices will ensure that our systems remain secure and adhere to industry regulations.
• • You will apply your knowledge of fault detection and resolution processes to minimize downtime and ensure system stability.
• • The ability to work effectively both independently and collaboratively with team members, including developers, is paramount to success in this role.
• • You must possess the ability to multitask efficiently and provide rapid, high-quality support in a demanding production environment.
• • Your willingness and ability to provide on-call off-hour support and work during non-prime shift hours are non-negotiable requirements for this position.
• • This role offers the opportunity to contribute to a market-disrupting, global company, working in a fast-paced, collaborative, and creative environment where continuous learning and career growth are actively encouraged.
• • You will be part of a team comprised of top-tier professionals, contributing to the delivery of extraordinary customer experiences, fighting financial crime, and ensuring public safety through NICE's innovative software solutions.
• • Embrace the NICE-FLEX hybrid model, offering a balance of 2 days in the office for collaboration and 3 days of remote work for focused productivity, fostering innovation and a vibrant work atmosphere.