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NICE Team Lead Cloud Operations Office-based 
United Kingdom, England, Southampton 
381586152

25.06.2024

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