NICE Manager Cloud Operations 

United Kingdom, England, Southampton 

147692707

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.