Tech Manager , Cloud Operations

Cloud Application Operations Manager 

At NICE Cloud Operations, 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.

So, what’s the role all about?

As a Cloud AppOps Manager (Technical Services Manager) at NICE Cloud Operations, you will drive high level impact by combining technical expertise, a proven track record of hands-on in technical issues troubleshooting experience with high quality documentation, people leadership, and client-facing capabilities to deliver exceptional results.

Leveraging your deep hands-on knowledge of analytical and troubleshooting in product architecture and cloud architecture, you will guide the team in establishing best practices and ensuring technical excellence across cloud Application support operations.

You will be addressing the team technical challenges, resolve permanently, automate the AUTO HEALING solutions via CO-PILOT, AUTO PILOT by working with Cloud Ops Automation & Alert development teams.

How will you make an impact?

1. Lead and mentor a team of Cloud Operation Engineers and build L3 product knowledge by daily tracking of operational tasks, continuously highlight the required / focus to meet individual and team deliverables.
2. Define and continuously refine operational processes and procedures via documented feedback, strategize process improvements.
3. Analyzing is key important skill to deep dive each issue for a single customer, across cloud customer base by trend data and take appropriate steps to solve them holistically.
4. Manage and resource internal projects to successful completion.
5. Provide rapid troubleshooting, remediation, and root cause analysis of production issues.
6. Lead from front of fostering a culture of innovation and collaboration while supporting team career development through performance evaluations and ongoing guidance.
7. Manage technical escalations, deliver solutions, and collaborate with all stake holders to address challenges while ensuring clear communication and alignment between teams.
8. Lead, Own, run various initiatives / program aimed to improve on Cloud Operations.

Have you got what it takes?

1. Total 15+ and atleast 2+years of proven success in an operations / support management role.
2. Hands on skills on Infra and application technical issues support, troubleshooting skills, toolsets, with end-to-end documentation, automation.
3. Excellent presentation and communication skills, both internally and external to C-Suite.
4. Strong leadership and communication skills in both written and verbal.
5. Strong skills in budget development and oversight.
6. Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service.
7. Proficiency in conflict management and business negotiation processes
8. Ability to effectively balance people management responsibilities with delivery execution.
9. Readiness to Work Shift in IST: 5.30PM to 2.30AM (if required 2-11PM) – flexible availability and weekend as per job requirement.
10. Advantage to have excellent Product Hands on Experience / knowledge in WFM, EEM, CLS (NPX), NPM.
11. Advantage to have Cloud (AWS, Azure) Services Industry experience with certification.
12. Advantage to have Strong IT skills with database (Oracle, MS SQL, PostgreSQL) experience.
13. Advantage to have experience on PowerShell or shell scripting, operating systems (Linux/Windows),
14. Advantage to have exposure to DevOps tools (Docker, Kubernetes, CI/CD).

Requisition ID: 6060
Reporting into: Director , Cloud Operations
Role Type:  People Management