NICE Team Lead Cloud Operations Office-based 

United Kingdom, England, Southampton 

381586152

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?

• Act as the lead and mentor to your team of Product Support Specialists to provide exceptional service to customers and partners.
• Set performance expectations, monitor performance and coach with constructive feedback to ensure targets are met.
• Foster a collaborative, open and positive team culture that welcomes knowledge sharing, documentation, and continuous improvement.
• Be a technically savvy expert to guide your team members through more complex investigations, including calling on cross-functional experts when needed.
• Act as a point of escalation with customers and other teams to resolve complex scenarios, including collecting feedback to improve in the future.
• Identify areas for process enhancement and efficiency gains within the support workflows, and work with other team leaders to establish clear lines of communication and ownership.
• Track and analyse support metrics and be responsible for reporting regularly to help make informed decisions on the team’s strategy and resourcing.
• Own the support tech stack and be responsible for assigning project owners within your team so that everyone can contribute to building our world-class enterprise support operation.
• Provide 2nd/3rd line engineering support for the product.
• Assist with system upgrades and production configuration changes.
• 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.
• Consider 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 successful candidate is likely to have a science or technology background. A degree-level qualification is desirable.
• 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 is 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.
• 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
• Report creation (Power BI)
• Knowledge of Elastic Search and Kibana
• Experience in configuring Application Monitoring and Dashboards.
• Experience working in an ITIL environment