Manager, Cloud Operations

In today’s dynamic and fast-paced cloud landscape, we are seeking a resilient and resourceful Manager, Cloud Operations to join our regional leadership team. This role demands a high level of agility and emotional intelligence to navigate a matrixed organisation, where priorities shift rapidly and collaboration spans across diverse teams and geographies.

The ideal candidate thrives in ambiguity and is energised by solving complex problems in chaotic environments. You will be expected to proactively engage with stakeholders across Cloud Operations and Professional Services, breaking down silos to drive operational excellence and customer success. Your ability to build trust, influence without authority, and maintain composure under pressure will be key to your success. The ideal candidate will lead a local team of Cloud Infrastructure Engineers, NOC Engineers, and Information Security Engineers based in the UK and EU.

This role will focus on day-to-day operations and execution of regional tasks while collaborating with global CXone teams on shared goals.

Reporting into the Regional Director of Cloud Operations, this role offers a unique opportunity to shape regional strategy, optimise delivery, and foster a culture of resilience and accountability.

How will you make an impact?

• Provide hands-on technical guidance and operational leadership to the UK and EU cloud platforms and infrastructure teams to ensure smooth and reliable service delivery.
• Manage a team of cloud engineers, NOC engineers, and information security engineers within the EMEA region, promoting teamwork, professional development, and strong individual performance.
• Act as a key point of contact between EMEA-based teams and global stakeholders, ensuring regular communication and progress tracking on shared initiatives.
• Support the delivery of high-quality cloud infrastructure services by maintaining uptime, security, and performance standards in the EMEA region.
• Assist in maintaining monitoring, alerting, and cost-optimization tools and processes to improve system reliability and performance.
• Collaborate with global delivery teams in the US to identify opportunities to take on delivery tasks from EMEA and contribute to improving customer satisfaction and delivery timelines.
• Work with CXone engineering teams in the UK, US, Philippines, and Pune to assist in troubleshooting and resolving infrastructure issues.
• Maintain strong internal and external communications, keeping stakeholders informed and engaged.
• Track and report on team performance using KPIs, providing regular updates to senior leaders.
• Serve as the first point of escalation for technical issues within your team and help resolve or escalate as appropriate.
• Plan, organize, and prioritize tasks and respond to critical situations effectively.
• Contribute to the team knowledge base, document solutions, and support the onboarding and development of team members.
• Assist with performing changes to production environments and escalate issues when necessary to ensure timely resolution.
• Help coordinate cross-functional efforts within the EMEA team, supporting operational goals and project execution.
• Assist with hiring and managing team members' performance and development, in collaboration with HR and senior management.

Have you got what it takes?

• 6–8 years of progressive experience in cloud operations or infrastructure support, including people management or team lead responsibilities.
• Experience managing teams of 5–15 employees across infrastructure and support functions.
• Working technical knowledge of cloud platforms (Azure, AWS); relevant certifications are a plus.
• Familiarity with monitoring and observability tools (e.g., AWS Monitor, Prometheus, Grafana, Elasticsearch).
• Understanding of NOC operations, DevOps practices, and system administration.
• Practical experience with databases and data management is a plus.
• Knowledge of ITIL processes and general IT service management frameworks.
• Strong verbal and written communication skills; able to communicate clearly with technical and non-technical stakeholders.
• Proactive problem-solver with strong ownership of issues from start to finish.
• Willingness to work flexible hours in response to critical production issues.
• Collaborative mindset and ability to build strong working relationships across teams and regions.

What’s in it for you?

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! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 9399
Reporting into: Director. Cloud Operations

Role Type: Manager