Cloud Operations Director
4 weeks ago
About the Role
The Director Cloud Services role at NICE is a key position that oversees the delivery and support of our cloud platforms to Public Safety and Justice end users across the globe. As a Director of Cloud Services, you will be responsible for overseeing cloud delivery, cloud support, and other functions required to support our global customers.
Key Responsibilities
- 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
- Work with our global delivery teams in the US and UK to 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 ongoing support
- Maintain quality and ongoing 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 perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes
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