Cloud Operations Director

Summary

Join NICE as a Technical Director of Operations and lead the delivery and support of cloud platforms and infrastructure teams within the EMEA region. You will oversee Cloud Infrastructure Engineers, NOC Engineers, and Information Security Engineers, fostering collaboration and high performance. This role requires strong technical leadership, strategic planning, and effective communication with global teams. You will ensure high-quality cloud services, proactive monitoring, and efficient problem resolution. The position demands experience leading large teams in global enterprise software companies and expertise in cloud technologies, ITIL processes, and DevOps practices. NICE offers a dynamic work environment with opportunities for growth and development.

Requirements

• Should have 12 years of increasing responsibility in leading global enterprise software companies' cloud delivery and support teams
• Demonstrable experience leading teams of over 50 employees in multiple delivery and support functions in Cloud Operations
• 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 AWS Monitor, Prometheus, Grafana, and Elasticsearch)
• Good understanding of NOC and DevOps practices
• Experience and in-depth knowledge of databases and data handling
• Solid understanding of ITIL processes and building IT operations teams
• Excellent communication skills and executive presence
• Good IT skills in troubleshooting and ownership from beginning to end
• Be flexible with working hours to address critical or urgent production matters
• Ability to communicate clearly with customers and internal partners, mainly during the US working day (East to West Coast)

Responsibilities

• Provide technical and strategic leadership to the Australian cloud platforms and infrastructure teams, ensuring efficient and reliable operations
• Directly manage cloud engineers, NOC engineers, and information security engineers based in EMEA. Foster a culture of collaboration, professional growth, and high performance
• Serve as the primary interface between EMEA teams and their matrixed reporting lines in the USA. Build strong relationships with global directors to ensure priorities, projects, and resource allocation alignment
• Ensure the delivery of high-quality cloud platform and infrastructure services, maintaining high availability, security, and performance for the EMEA region
• Establish proactive monitoring and alerting to maximize system uptime, performance, and cost management
• Participate in defining the delivery and support functions and processes across our global support centers in the UK, the US, and the Philippines
• Partner with the CXone engineering teams in Australia, US, Philippines, and Pune to resolve Cloud Infrastructure 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
• 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 and mentoring other engineers
• Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes
• Owning and Managing the Matrix Organization and building the winning team to support critical Cloud Infrastructure and Operations in the EMEA Region
• Responsible for Hiring and managing people’s growth and aspirations aligning with HR Practices

Benefits

• Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations