Specialist Azure Cloud Operations Engineer

Services Pune, India


Title: Cloud Operations Engineer 

Primary Purpose 

​The Cloud Operations Engineer works as an operational resource for a specific software application or suite of applications, including cloud platforms such as Azure, GCP, or AWS.​ The engineer also provides mid-level and escalation support for other groups and works to resolve production issues in conjunction with development, operational, and architectural resources​​​.   

Financial Responsibility 

  • ​Properly record and track projects for capitalization
  • Reduce liability to the company by:
  • Ensure operational best practices are executed
  • Ensure accuracy of data and reporting

Major Functions/Responsibility 

  • Support IAM for cloud access groups, accounts, roles, and permissions.
  • Review cloud capacity, audit ghost infrastructure, manage and optimize utilization costs.
  • Participate in SOC 2 and PCI audits, and ensure all controls are followed as per platform.
  • Coordinate operational work across teams to improve the platform with minimal impact.
  • Works closely with Engineering, QA, DevOps, DB, and other operational teams.  
  • Collaborate with Engineering and Product teams to implement solutions to support Operations vision and strategy, contribute to infrastructure reliability by proactively identifying problems or ideas for improvement.
  • Minimize our mean time to resolve incidents by reacting to monitoring alerts, trouble tickets or incidents in a timely manner.
  • Participate in developing monitoring dashboards and alerts, to improve our ability to detect and understand problems
  • Grow and develop inContact overall experience with current and emerging cloud technologies.
  • Contribute to long-term objectives for execution on strategic vision for inContact Platform.
  • Perform detailed analysis of issues within the production and pre-production environments. 
  • Ensures Operational Supportability standards are being adhered to during development process; works with dev teams to fulfill those requirements.  
  • Assists the Technical Support and Operations (NOC) teams with customer escalations and operational issues, providing insight in advanced questions and solutions.  Acts as a point of escalation for both teams for product-specific issues.  
  • Creates bug reports and application optimization recommendations for the Engineering teams. 
  • Responds to infrastructure escalations impacting the production environment.  
  • Root-cause complex problems and involve multiple stakeholders, network, hardware and software that relate to scaling and performance
  • Ensure proper monitoring, alerting, capacity planning and reporting in the production environment.  

Education Requirement: 

  • ​Bachelor’s degree in Computer Science, Business Information Systems or related field or equivalent work experience is required​​​ 

Experience Requirement: 

  • 6+ years of experience in similar role
  • Azure IAM configuration and security including RBAC, Azure AD, Enterprise Applications, Azure Billing. Understanding of Azure services including compute, storage, network, and database.
  • Terraform and GIT
  • ​An ideal candidate will have a combined skill set of technical aptitude, superior troubleshooting, and excellent communication/collaboration skills
  • Knowledge and proficiency with a variety of DevOps and automation tools
  • Strong troubleshooting skills with the ability to analyze data from multiple sources (logs, system, application)
  • Great at writing scripts for automation using Python, PowerShell, or other common scripting languages.
  • Strong experience working in public cloud environments (Azure) and working knowledge of troubleshooting issues with Azure services
  • Strong people/communication skills that allow cloud operations engineer to interact with in-person and remote teams.   

Experience Preferred: 

  • ​AWS, Azure, GCP 
  • Okta administration
  • MS Visual Studio
  • Experience working with call centers and call center infrastructure
  • Experience working with international customer base

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.