Tech lead Application Operations Engineer(Engage)
NICE Cloud group currently seeking a technical, hands-on, customer-focused Application Operations Engineer (NICE Recording Solution) to join growing Cloud team.
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
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)
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.