Location: Salt Lake City, UT
NICE inContact has an immediate opening for a Director NOC to lead the team responsible for monitoring and operating a global Contact Center Cloud services. In this position, the Director is expected to oversee daily activities in the NOC and guarantee service levels of a global service delivery network.
The Director will be primarily responsible for ensuring the successful operation for the NOC, global network and systems monitoring, incident management and reporting, adherence to SLAs, interfacing with management across all levels, setting outstanding customer service expectations, timely communication, root-cause analysis, performance and process improvement and frequent statistical performance monitoring and reporting.
As Director NOC, a Typical Day Might Include the Following:
- Set and execute the vision to expand NOC capabilities, process maturity, tools set and global reach.
- Lead NOC transformation and integration with AWS services.
- Coordinate NOC personnel to ensure appropriate staffing and accessibility for continuous operation of mission critical production network and systems 24x7.
- Setup and operate global network and systems monitoring tools and processes that focus on highly available networks and systems performance.
- As process owner, maintain the Incident Management Process to include incident logging, tracking, escalation and root cause analysis activities.
- Oversee network and systems administration tasks.
- Responsible for SLAs
- Develop and report NOC metrics.
- Develop accurate and timely communication between Operations, Engineering and Customer Service Support organizations.
- Develop process improvement for reporting, operational procedures and NOC tools assessment.
- Must be able to work flexible schedule and support on call services
- May be required to work nights, evenings, and weekends and be on call
- Must be able to function in a high stress environment and work multiple tasks.
- Communicate in an effective and professional way with customers in and outside of inContact.
To Land This Gig You'll Need:
- Bachelor’s Degree in Computer Science or Telecommunications or related field or equivalent work experience required.
- Minimum five years experience managing NOCs for large global SaaS services preferable running in AWS. Proven experience in managing global teams.
- Strong experience in implementing and integrating systems/network monitoring solutions such as CloudWatch, AppDynamics, NewRelic, SolarWInds, etc.
- Strong experience in implementing ITSM frameworks (i.e. ITIL) and supporting tools such as ServiceNow, RemedyForce, etc.
- Experience in implementing and managing Incident Management processes and tools (i.e OpsGenie, XMatters, etc.)
- Proven ability to manage relationships and resolve conflict within a variety of individuals and groups from business, customer, supplier and information technology stakeholders.
- Excellent verbal/interpersonal, written, presentation and customer relationship communication skills.
- Experience in implementing service delivery metrics and reporting
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.