NOC Engineer, CX

So, what’s the role all about?

As a NICE NOC Engineer, you will be responsible for ensuring the availability, performance, and security of our AWS-based cloud infrastructure. You will monitor and respond to incidents, taking ownership of incident management and troubleshooting. You will also contribute to improving monitoring strategies and play a key role in driving automation efforts across our environments, using Infrastructure as Code (IaC) to scale monitoring solutions efficiently.

How will you make an impact?

• Monitor and respond to alerts in AWS CloudWatch, managing incidents and ensuring service availability via PagerDuty.
• Troubleshoot and resolve complex issues related to network, infrastructure, or applications, collaborating with DevOps and engineering teams.
• Implement proactive monitoring strategies, setting up advanced alerting mechanisms to detect issues before they escalate.
• Contribute to automation efforts, using tools like Terraform to manage monitoring configurations across multiple AWS environments.
• Take ownership of incident management, ensuring clear communication and swift resolution of incidents across teams.
• Document and improve troubleshooting procedures, maintaining detailed records in our ticketing system for future reference.
• Lead proactive health checks of AWS environments to identify potential service-affecting anomalies and resolve them before they become critical.

Have you got what it takes?

• Strong experience with AWS services, including CloudWatch for monitoring and PagerDuty for incident management.
• Proficiency in troubleshooting cloud infrastructure issues and resolving incidents effectively.
• Experience with automation tools like Terraform and a solid understanding of IaC for managing infrastructure and monitoring configurations.
• Strong problem-solving skills, with a proactive approach to preventing future incidents.
• Excellent communication and documentation skills, especially in high-pressure incident management situations.
• Ability to work cross-functionally with Operations and Engineering teams to resolve issues.
• Able to take responsibility for resolving complex issues while maintaining clear communication with stakeholders.
• Eager to find proactive solutions and improve existing monitoring and automation strategies.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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.