Manager Cloud Operations jobs at Nice in United Kingdom, Southampton

How will you make an impact?

• Provide hands-on technical guidance and operational leadership to the UK and EU cloud platforms and infrastructure teams to ensure smooth and reliable service delivery.
• Manage a team of cloud engineers, NOC engineers, and information security engineers within the EMEA region, promoting teamwork, professional development, and strong individual performance.
• Act as a key point of contact between EMEA-based teams and global stakeholders, ensuring regular communication and progress tracking on shared initiatives.
• Support the delivery of high-quality cloud infrastructure services by maintaining uptime, security, and performance standards in the EMEA region.
• Assist in maintaining monitoring, alerting, and cost-optimization tools and processes to improve system reliability and performance.
• Collaborate with global delivery teams in the US to identify opportunities to take on delivery tasks from EMEA and contribute to improving customer satisfaction and delivery timelines.
• Work with CXone engineering teams in the UK, US, Philippines, and Pune to assist in troubleshooting and resolving infrastructure issues.
• Maintain strong internal and external communications, keeping stakeholders informed and engaged.
• Track and report on team performance using KPIs, providing regular updates to senior leaders.
• Serve as the first point of escalation for technical issues within your team and help resolve or escalate as appropriate.
• Plan, organize, and prioritize tasks and respond to critical situations effectively.
• Contribute to the team knowledge base, document solutions, and support the onboarding and development of team members.
• Assist with performing changes to production environments and escalate issues when necessary to ensure timely resolution.
• Help coordinate cross-functional efforts within the EMEA team, supporting operational goals and project execution.
• Assist with hiring and managing team members' performance and development, in collaboration with HR and senior management.

Have you got what it takes?

• 6–8 years of progressive experience in cloud operations or infrastructure support, including people management or team lead responsibilities.
• Experience managing teams of 5–15 employees across infrastructure and support functions.
• Working technical knowledge of cloud platforms (Azure, AWS); relevant certifications are a plus.
• Familiarity with monitoring and observability tools (e.g., AWS Monitor, Prometheus, Grafana, Elasticsearch).
• Understanding of NOC operations, DevOps practices, and system administration.
• Practical experience with databases and data management is a plus.
• Knowledge of ITIL processes and general IT service management frameworks.
• Strong verbal and written communication skills; able to communicate clearly with technical and non-technical stakeholders.
• Proactive problem-solver with strong ownership of issues from start to finish.
• Willingness to work flexible hours in response to critical production issues.
• Collaborative mindset and ability to build strong working relationships across teams and regions.

The primary focus will be providing expert insight and analysis of complex support and integration issues, escalated by our regional T2/3 support teams. This role will be required to deliver scripts, tooling, documentation, knowledge articles and guidance to the regional teams to reduce the ongoing effort required to support our products.

How will you make an impact?

• Develop subject matter expertise in our core technologies and services.
• Use tools to pull and effectively analyse logs, traces, and other telemetry to determine the root cause of issues.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the relevant teams, ensuring that they are aware of and are addressing customer expectations.
• Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed / wide scale.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D and Cloud Operations.
• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills.

Have you got what it takes?

• 5+ years of experience in cloud support.
• Excellent technical and analytical skills.
• Experience and in-depth knowledge of data handling and MS SQL.
• Experience of Programming or Advanced Scripting (C#, PowerShell, etc.)
• Experience querying API’s (REST, SOAP) and processing the output.
• Experience working on Production and Test customer systems.
• Exposure to SOA applications and services.
• Exposure to commercial cloud providers (Ideally Azure, others considered)
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including,
• Good listener, able to identify and validate assumptions.
• Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it.
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment.
• Multi-tasking and time-management to prioritise and switch between varied tasks.
• Be flexible with working hours when needed to address critical or urgent matters.
• Will require to currently hold, or be eligible for, security clearance (NPVV3 and SC).

This job description is not intended to be all-inclusive, and you will also perform other reasonable related business duties as assigned by your immediate supervisor and other management as required. We may revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Individual Contributor

Note:This is an office-based role, and due to the nature of the position, you will be required to work from our Southampton office five days a week.

The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years. This role will be office-based 5 days a week so the successful candidate must be within commuting distance to our Southampton office.

How will you make an impact?

• Provide 2nd/3rd line engineering support to the product
• Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud. Working closely with the development team to ensure successful deployment of software packages.
• Defining and implementing regular maintenance and health monitoring procedures.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.
• Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations.
• Participate in a 24-7 Out of Hours call out rota.

Have you got what it takes?

• The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
• Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential.
• Previous experience within an application, software or product support role is desirable
• The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years.
• Working knowledge of Windows server and client technology, ideally supporting web applications and services
• Experience with web applications and configuration management.
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
  • Excellent written and spoken English
  • Good listener, able to identify and validate assumptions
  • Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
  • Multi-tasking and time-management to prioritise and switch between varied tasks
  • Focused and calm under pressure
  • Careful record keeping
  • Able to use initiative and to work effectively both independently and as part of a team

You will have an advantage if you also have:

• Knowledge of Azure Portal and familiarity with Azure services.
• Experience of Scripting
• Experience with basic SQL querying or report creation (Power BI)
• Knowledge of Elastic Search and Kibana
• Experience of configuring Application Monitoring and Dashboards.
• Experience working in an ITIL environment.

Individual Contributor

How will you make an impact?

• Stage and deploy Windows OS images on servers.
• Perform routine system patching and general administration on Windows and Linux servers.
• Provide Level 3 technical support for systems related issues.
• Provide Level 1 technical support for security related issues.
• Familiar with Systems Management software especially BigFix.
• Strong server hardware and software troubleshooting skills from various vendors (i.e. Dell, Lenovo, HP, Microsoft, Redhat, etc.).
• Maintain currency with an IT asset management system.
• Active Directory administration.

Have you got what it takes?

• BS/BA in computer science or information systems.
• Minimum 4 years system administration experience in a Windows server environment.
• Knowledge of scripting with Windows Power Shell or other current scripting languages.
• Familiar with TCP/IP network fundamentals and common protocols such as FTP, SSH, SMTP, HTTP, HTTPS.
• Good understanding of computer systems characteristics, features, and integration capabilities.
• Certification in vendor or industry technologies, e.g. Microsoft, Linux, etc.

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

• Requisition ID: 6727
• Reporting into: Director, Network Operations.
• Role Type: Individual Contributor.