As a Principal
Site Reliability Engineer, a Typical Day Might Include the Following :
Work with various NICE departments (Support, Product Management, R&D) and customers around the globe for end-to-end resolution of issues focusing on systemic issues and product stabilization / improvement.
Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
Design and develop automation processes
Strong Account Management skills
Participate in knowledge transfer activities as required
Act as an internal escalation resource for other team members, mentor, and guide them.
To Land This Gig You'll Need :
12+ years of experience working within application or software support and / or installation.
4+ years of experience working within public or private cloud environments.
8+ years of experience working in a Windows-based environment including both production and personal systems.
6+ years of communicating in English in a technical field.
Experience working with WFO related software (WFM, QM, Etc )
Experience in Web Applications support
Experience with a Backend server, AWS, PowerShell, Batch / Shell scripting.
System administration background with Group Policy, Active Directory
Experience in Database Troubleshooting and Tuning (MS SQL)
Experience as IT (Network and system) that worked on Server issues mainly
Strong troubleshooting and problem-solving skills
Experience in customer support serving global customers
Linux knowledge is an advantage
Jira experience is an advantage
Experience Preferred :
Personal Attributes :
Excellent English verbal and writing communication skills
Team player - Ability to work well in a close team environment
Fast learner with the ability to educate her / himself on relevant technologies
Ability to multitask and prioritize work
Ability to remain focused and calm under pressure
Ability to train, guide and mentor others
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.