Responsibilities
- Develop and manage automated pipelines for continuous integration and deployment to ensure fast and reliable software releases.
- Create and maintain infrastructure using code through tools like CloudFormation, Ansible, Terraform, Chef, or Puppet.
- Oversee daily operations of build systems, release workflows, artifact storage, and version control platforms.
- Coordinate deployment schedules and release tasks with engineering, QA, product teams, and other internal groups.
- Research, evaluate, and test emerging technologies and methodologies to enhance DevOps efficiency and workflow quality.
- Regularly update and maintain DevOps platforms across production and non-production environments.
- Monitor system and application performance metrics such as CPU, memory, storage, databases, batch processes, and network activity, responding quickly to irregularities.
- Diagnose and resolve operational problems including infrastructure outages, batch job failures, network issues, and client data integration errors.
- Respond promptly and systematically to production incidents involving downtime, performance issues, or security concerns.
- Perform comprehensive operational tasks covering application server status, service uptime, and platform reliability following established procedures and runbooks.
- Handle client support tickets according to defined SLAs, ensuring timely resolution and clear accountability.
- Provide after-hours on-call support as part of a rotating schedule, including weekends and non-standard shifts.
- Keep detailed and accurate records of incidents, system changes, and operational procedures.
- Generate performance metrics and regular status reports for management and internal stakeholders.
- Communicate clearly and proactively in writing and speech with teams, leadership, and clients on a daily basis.
- Collaborate with management to provide input on process improvements, best practices, and technology updates.
- Operate effectively under pressure to meet strict deadlines while upholding accuracy and consistency in mission-critical systems.
- Take ownership of tasks and deliver support services that consistently surpass client expectations.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or a related discipline, or equivalent hands-on experience.
- Minimum of two years of experience in application or production support, cloud operations, or DevOps engineering within a high-availability SLA-driven environment.
- Proven track record contributing to software engineering or platform teams.
- Strong command of Linux and Unix systems, with working knowledge of Windows Server administration.
- Experience using scripting languages such as Python, PowerShell, or Perl for automation, monitoring, and tool development.
- Familiarity with distributed version control systems, particularly GitHub or BitBucket.
- Solid understanding of application server technologies like Tomcat and remote management via SSH.
- Database experience with one or more of SQL Server, Oracle, or MySQL, including query optimization, performance tuning, backup, restore, and lifecycle operations.
- Experience troubleshooting applications, analyzing performance, and evaluating scalability.
- Awareness of standard application security compliance requirements and industry best practices.
- Understanding of fault identification, root cause analysis (RCA), and structured incident resolution.
- Hands-on experience with Amazon Web Services (AWS), including core services for compute, storage, networking, and monitoring.
Nice to Have
- Exposure to CI/CD automation platforms such as Jenkins, CircleCI, Bamboo, or TFS Build.
- Experience with release orchestration tools like Concourse, Thoughtworks Go, Octopus Deploy, ElectricFlow, or XebiaLabs.
- Working knowledge of Docker, microservices architecture, and container orchestration with Kubernetes.
- Experience using infrastructure automation tools including Ansible, Chef, Puppet, or AWS CloudFormation.
- Familiarity with Artifactory or comparable artifact repository systems.
- Knowledge of NICE products or experience supporting or implementing NICE CXone or related platforms.
- Understanding of ETL workflows and data pipeline operations.
- Background in call center or telecommunications industries.
Work Arrangement
Hybrid
Team
Reports to: Director, Cloud Operations CXone, EMEA
Other
- Night shift hours: 10:00 PM - 6:00 AM
- Provide on-call off-hour support as part of a structured rotation, including during non-prime and weekend shift windows as required.
