NICE is currently seeking a technical, hands-on, customer-focused Cloud Operations Engineer to join our growing Cloud team.
Job Description
The Cloud Operations Engineer has the following duties:
· Perform operational duties including application server health, service recycling.
· Identify and resolve operational issues (e.g., batch failures, network issues, client data feed errors)
· Monitor server performance, memory utilization, CPU, file systems, databases, batch jobs.
· Maintain operational documentation, e.g., incident tracking and run books.
· Produce metric reports including daily production status.
· Review Client support tickets and requests under service SLAs.
· Resolve level 2 and level 3 issues (i.e., application support, DBs and data center related issues).
Document issues in customer support portal.
· Provide on-call off hour support and work during non-prime shift hours.
Qualifications
· 4+ years' experience in Application / production support experience in with Cloud-Based hosting administration, management and performance tuning under high availability SLA environment.
· NICE WFM product knowledge & experience (from implementation or support) will be key.
· Experience with AWS is a good to have.
· Knowledge of ETL is a plus.
· Experience with Unix, Linux, Windows, Tomcat, SSH and basic scripting skills.
· Experience with SQL Server, Oracle and MySQL.
· Experience with and understanding of complex process and data flow.
· Ability to effectively and proactively communicate (both written and verbal) to various Internal stakeholders / groups and customers daily.
· Experience with application debugging, performance, scalability
· Familiarity with standard application security compliance best practices
· Knowledge of fault detection and resolution processes
· Experience in working independently and with other team members.
· Ability to multi-task as required and provide rapid support in production.
· Must be able to provide on-call off-hour support and work during non-prime shift hours