Job Description
The Applications Operations Engineer works as an operational resource for a specific software application or suite of applications and accompanying infrastructure. This includes implementation of new systems as well as providing mid-level and escalation support for other groups and working to resolve production issues in conjunction with development, operational, and architectural resources.
Responsibilities:
- Follow architectural design to install, configure and validate the system build.
- Work with various NICE departments (Support, Product management, R&D) and customers around the globe for end-to-end resolution of issues
- Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
- Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
- Strong Account Management skills
- Participate in knowledge transfer activities as required
- Work in accordance with NICE support process, procedures, contractual SLA's.
Qualifications / Education:
- Bachelor's degree in Computer Science / Software Engineering (or similar)
- 4+ years of experience working within application or software support and/or installation.
- 2+ years of experience working within public or private cloud environments.
- 2+ years of experience working in a Windows based environment including both production and personal systems.
- 6+ years communicating in English in a technical field.
- Experience working with WFO related software (WFM, QM, Etc)
- Experience in Web Applications support
- Experience in Database Troubleshooting and Tuning (MS SQL)
- Experience as IT (Network and system) that worked on Server issues mainly
- Strong troubleshooting and problem-solving skills
- Experience in customer support serving global customers
Personal attributes
- Excellent English verbal and writing communication skills
- Team player - ability to work well in a close team environment
- Fast learner with ability to educate her/himself on relevant technologies
- Ability to multitask and prioritize work
- Ability to remain focused and calm under pressure