NICE Director Cloud Operations 

India, Maharashtra, Pune 

187037643

The Director Cloud Services role is to oversee the delivery and support of our cloud platforms to Public Safety and Justice end users across the globe. The Director of Cloud Services will be responsible for overseeing cloud delivery, cloud support and other functions required to support our global customers.

How will you make an impact?

• Organize and lead L2 and L3 capability in our Pune location for our Public Safety and Justice customers to reduce support case backlog and increase customer satisfaction
• Establish proactive monitoring and alerting to ensure system up-time, performance and cost management is maximized
• Working with our global delivery teams in the US and UK identify tasks that can be done from Pune while supporting the global field delivery teams to dramatically reduce delivery times with high levels of CSAT
• Participate in defining the delivery and support functions and processes across our global support centers in the UK, US and the Ukraine
• Partner with the Public Safety and Justice Development teams in the UK, Ukraine and Pune to resolve customer issues in both delivery and on-going support
• Maintain quality and on-going internal and external communication with key stakeholders and customers
• Establish KPIs to measure the progress and success of your teams
• Implement and install Public Safety and Justice products all over the world
• Provide the highest level of support and minimize escalations
• Prioritize daily tasks and manage critical issues and situations
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes

Have you got what it takes?

• Should have 10 years of increasing responsibility in leading cloud delivery and support teams for global enterprise software companies from India
• Demonstrable experience leading teams of over 100 employees in multiple delivery and support functions
• Demonstrable experiencing establishing new teams in India to support global teams outside of India
• Good working technical knowledge (Certificates are very welcome) in different cloud technologies and Azure and AWS Cloud Platforms
• Experience managing monitoring, alerting, observability and dashboarding platforms (such as Azure Monitor, Prometheus, Grafana, Elasticsearch)
• Experience and in-depth knowledge of databases and data handling (MS-SQL, Elasticsearch, YML, JSON, XML)
• Excellent communication skills and executive presence
• Good IT skills in troubleshooting and ownership from begin to end.
• Be flexible with working hours when needed to address production critical or urgent matters
• Ability to communicate clearly with customers and internal partners, mostly during the US working day (East to West coast)

Senior Director
Director