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Director, Cloud Production

Nice

This is a Full-time position in Atlanta, GA posted November 14, 2021.

The Head of Production Cloud will play a key role in a NICE cloud Operations organization.

This dynamic role will bring deep Cloud Operations expertise to ensure high quality to our cloud customers.

This position will oversee the end to end cloud operations including provisioning, deployment & support.

S/he will be responsible for the complete customer experience of our cloud customers and will be expected to collaborate cross organizationally with Professional Services, Support, R&D, to fully support the exceptions of our cloud customers.

This position reports to the VP of Cloud Operations and will be required to directly interact with senior leadership and customers.

Job Description:

Responsible for the overall operational management of NICE cloud customers
Management of global cloud engineering teams (AppOps, NOC, Server, Network, DBA)
Ensures our production environments meeting our contractual obligations to the client and adhering to our committed SLA
Liaising with service and support Leadership to ensure proper delivery and support are managed and escalated as required
Manage internal escalation processes and communication for high priority cloud customers
Responsible for managing and scheduling on-call, patching, and maintenance schedule and ensuring proper coverage for these activities.

Responsible for working with cloud team members to develop scalable solutions that will enable the delivery best in class cloud operations.

Education
:
Bachelors degree in Computer Science, BA, MSC or equivalent

Experience

10+ years of IT experience as senior leader in global cloud company
5+ years of experience in managing large teams
experience with cloud based solution
Knowledge of cloud infrastructure, data base and network technologies
Knowledge of public cloud on AWS
Knowledge of service delivery & proactive support model for cloud customers
Experience working well with senior leadership and global customers
Ability to multi-task as required and perform under pressure
People management skills, which include making hiring and firing decisions, counseling, coaching, and motivating staff
Strong knowledge of business environment