Application Operations Engineer
NICE
Manila, Philippines
2d ago

Location : Taguig City, Philippines

The Application Operations Engineer works as an operational resource for a specific software application or suite of applications.

This includes providing mid-level and escalation support for other groups and working 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 .
  • As an Application Operations Engineer, a Typical Day Might Include the Following :

  • Provide material support for production issues that cannot be resolved by lower-level support resources.
  • Works on one or more base work initiatives.
  • Communicate solutions effectively to technical and non-technical peers and customers to improve capabilities of lower-level support resources.
  • May participate in planning short-term efforts.
  • Identify operational problems by observing and studying system function and performance.
  • Follow established processes when performing work or help document and create processes as necessary.
  • Document troubleshooting steps and results in appropriate locations for historical access.
  • Handle new turn-up requests and assist implementation in bringing new customers on board.
  • Identify options for automation and work with appropriate peers to implement automation.
  • Perform routine maintenance activity to ensure applications function properly.
  • Identify potential application defects and work with developers to document and resolve such issues.
  • Work with architectural and development resources to ensure proper support levels are available during and post updates.
  • Provide on-call support for high-priority incidents.
  • Follow the company Code of Ethics and inContact policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of NICE inContact.
  • To Land This Gig You'll Need :

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

  • Can effectively troubleshoot supported applications effectively.
  • Can work on complex issues which may span multiple applications or environments.
  • Proactively engages with peers to discuss issues and keep stakeholders updated.
  • Service-oriented; ability to work on behalf of peers in services and development.
  • Mentors co-workers with expertise
  • Coordinates work with peers
  • Shares discoveries and best practices
  • Learns from others within the team
  • Self-Driven. Proactively looks for ways to improve systems and processes
  • Able to work with little supervision and complete tasks and projects as directed.
  • Experience :

  • 1-2 years of experience working within application or software support.
  • 1-2 years of experience working within public or private cloud environments.
  • 2+ years experience working in a Windows-based environment including both production and personal systems.
  • 4+ years communicating in English in a technical field
  • Experience Preferred :

  • Experience working with WFO related software (WFM, QM, Etc )
  • Experience with SQL utilization, queries, etc
  • Experience working with call centers and call center infrastructure.
  • Experience working with international customer base.
  • 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.

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