NICE - Cloud App Ops Engineer

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

NICE Cloud group currently seeking a technical, hands-on, customer-focused Application Operations Engineer (NICE Recording Solution) to join growing Cloud team.
Key Responsibilities
Perform operational duties including database backups, application server health, service recycling
Identify and resolve operational issues (Recording, archiving and playback)
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. NICE Engage related issues, DBs and data center related issues). Document issues in customer support portal.
Experience in Application / Functional support is mandatory
Provide on-call off hour support and work during non-prime shift hours

Qualifications

Qualifications
-4 to 6 Experience working with voice and data networks in the capacity of troubleshooting and maintenance.
-Microsoft operating systems, Networking, SQL, Security and VoIP technology.
-Experience in production support experience in with Cloud-Based hosting administration, ----management, and performance tuning under high availability SLA environment
-Telephony experience and certifications – TDM, VoIP and CTI – advantage.
-Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco – advantage.
-CTI Experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
-Experience with AWS is a bonus
-Nice/Verint or any other recording platform experience – advantage
-Certified on all NICE Systems solutions – advantage.
-Experience of working in medium or large teams. Must be a Team player.
-Well represents NICE in front of customers, both verbally and in writing.
-Can express themselves appropriately both verbally and in writing.
-Experience with MySQL
-Proficiency with Windows scripting and regular expressions
-Experience with and understanding of complex process and data flow
-Ability to communicate effectively and proactively (both written and verbal) to various groups and clients daily
-Experience with application debugging, performance, scalability
-Familiarity with standard application security compliance best practices
-Knowledge of fault detection and resolution processes
-Experience working successfully independently and with other team members as well as developers
-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 /night shift hours (Rotational basis) 

Additional Information

Describe your perks and culture