NOC Engineer

NICE Ltd.

Job Overview

Location

United Kingdom - Southampton

Job Type

Full-time

Full Job Description

📋 Description

• As a NOC Engineer at NICE Ltd., you will be at the forefront of ensuring the maximum possible service availability and performance for all our cutting-edge CXone products. This critical role serves as the central nervous system for our network and platform operations, acting as a vital hub of communication regarding the status and ongoing events within our complex infrastructure.
• Your primary responsibility will be to maintain the integrity and optimal functioning of our systems, achieved through a combination of routine preventative maintenance, swift and effective reactive tasks related to network and platform activity, and the meticulous creation, review, and updating of essential documentation.
• You will be the first line of defense, responsible for troubleshooting network and platform issues from a server-side perspective, ensuring minimal disruption to our clients.
• A key part of your role involves validating and rigorously testing all NICE CXone products and platforms to guarantee their reliability and performance under various conditions.
• You will proactively perform health checks that go beyond automated monitoring, aiming for the quickest possible detection time for any service-affecting issues, thereby minimizing downtime and impact.
• You will be adept at responding to a wide array of alarms, alerts, or abnormal behaviors detected through both reactive and proactive monitoring systems, taking immediate and appropriate action.
• Ensuring all activities are meticulously documented and tracked through our ticketing system is paramount, providing a clear audit trail and facilitating efficient problem resolution.
• You will contribute to the continuous improvement of our operational knowledge by ensuring processes and procedures are well-documented and updated in our communal Wiki/KnowledgeBase resources, fostering a culture of shared learning.
• Collaboration is key; you will work closely with both internal and external teams to assist in escalated troubleshooting for complex issues relating to NICE CX products and platforms, acting as a bridge between different technical groups.
• You will interface directly with internal product teams to ensure the Network Operations Center (NOC) remains consistently up-to-date on new product additions, planned updates, and evolving platform functionalities, ensuring our monitoring and support capabilities are always aligned with product development.
• A strong familiarity with industry-standard network management tools such as IP Monitor, SolarWinds, and BMC, in addition to our proprietary internal custom tools, will be essential for effective network management.
• You will execute established procedures diligently as it relates to incident, change, and event management, adhering to best practices to maintain system stability.
• You will be responsible for executing the established escalation processes, effectively engaging both internal teams and external vendors when necessary to ensure timely resolution of critical issues.
• Proactive troubleshooting and consistent communication with internal stakeholders at regular intervals are crucial for maintaining transparency and managing expectations.
• Maintaining appropriate expectations with all internal and external teams regarding system status, incident progress, and resolution timelines is a core aspect of this role.
• You will cultivate and maintain an advanced understanding of the CXone Data, Telephony, and Application networks, becoming a subject matter expert in our core technologies.
• You will be responsible for leading incident resolution situations, which includes engaging relevant internal resources and guiding all troubleshooting efforts to a successful resolution, while meticulously keeping a journal of activities performed for any necessary post-incident review.
• You will manage events and incidents from their inception to their complete resolution, providing initial troubleshooting and resolution while collaborating with other teams or vendors as necessary to restore services swiftly.
• A significant aspect of the role involves providing training and coaching to technical resources, both within the NOC and to other teams as required, sharing your expertise and fostering skill development across the organization.
• Maintaining a team-focused attitude and actively working towards creating a healthy, respectful, and collaborative atmosphere within the NOC is highly valued.
• You will perform duties in a flexible manner, as the Network Operations Center operates 24x7x365.25, requiring adaptability and a commitment to continuous coverage.
• You will actively participate in the NOC's continuous improvement activities, contributing ideas and efforts to enhance our operational efficiency and effectiveness.
• Communicating in a concise, professional, and effective manner with both internal and external teams is essential for successful collaboration and issue resolution.

🎯 Requirements

• Degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience.
• 3+ years of experience working in a technical or support role within telecommunications, data network, or application server environments.
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP.
• Experience with packet analysis and packet capture utilities.
• Experience in creating, utilizing, and maintaining technical documentation.
• Experience working in a Windows server environment as it relates to server and software management tasks.

🏖️ Benefits

• NICE-FLEX hybrid work model (3 days remote, 2 days in office).
• Opportunity to work for a market-leading, global company.
• Continuous learning and growth opportunities with endless internal career paths.
• Collaborative, creative, and fast-paced work environment.
• Comprehensive benefits package (details available upon inquiry).

Skills & Technologies

Remote

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NICE Ltd.

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About NICE Ltd.

NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.

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