Senior Cloud Operations Engineer

As a Sr. Cloud Ops Engineer, you will be responsible for managing various aspects of cloud solution delivery and ensuring customer satisfaction.

Requirements:

• Total years of Experience: 5 to 7yrs, Relevant experience: 2 to 3yrs.
• Excellent written and spoken English communication skills.
  • Strong listening skills and ability to validate assumptions.
  • Effective questioning skills to understand and solve customer problems.
  • Ability to multitask and manage time efficiently.
  • Ability to remain focused and calm under pressure.
  • Strong record-keeping abilities.
  • Ability to work independently and as part of a team, demonstrating initiative.
• Familiarity with Azure Portal and Azure services.
• Azure Administrator experience is a plus.
• Experience in generating various Cloud Reports e.g., Billing report, usage reports, etc.
• Working knowledge of PowerShell scripts
  • Ability to write a PowerShell script to generate required Cloud reports.
• Proficiency in web application and services configuration management.
• Ability to understand complex Cloud Architecture.
• Experience in business application configuration and level 1 support.
• Familiarity with TEAMS and Zoom platforms and their features would be plus.
• Familiarity with capture and/or archiving applications such as Verint, Verba, ASC, Redbox, Dubber, Global Relay, Veritas, Mimecast, etc.

Desirable Skills and Certifications:

• Azure Admin (AZ-104) or Developer (AZ-204) Certification.
• Experience in managing TEAMS and/or Zoom.

Roles and Responsibilities:

Your primary duties will include:

1. Cloud Proof of Concept (POC) Management:
   • Managing the delivery of cloud Proof of Concepts (POCs).
   • Providing prompt responses to customer questions and inquiries.
   • Following up on POC delivery items and documenting customer feedback.
2. Professional Services Support:
   • Assisting the Professional Services team in complex cloud deployments.
   • Supporting integration projects, specifically with TEAMS integration.
   • Providing technical account management for accounts without allocated Technical Account Managers (TAMs).
3. Cloud Product Subject Matter Expertise:
   • Completing all relevant product courses and staying up to date with new features.
   • Developing an in-depth understanding of cloud product architecture.
   • Assisting the pre-sales team by providing same-day responses to their questions.
   • Ensuring continuous availability of the Sales Demo environment.
   • Upgrading the Sales Demo to the latest GA version within two weeks of release.
   • Supporting Professional Services in Cloud migrations from old Product version to newer.
4. Service Reviews and SLA Management:
   • Preparing and delivering cloud customer Service Reviews on time.
   • Ensuring that SLAs are achieved for the NICE Compliance Cloud Recording service.
   • Monitoring cloud usage and collaborating with finance and operations for accurate billing.
5. Renewal and Billing Management:
   • Achieving a 100% renewal rate for cloud contracts.
   • Ensuring timely billing of cloud service overages.
   • Updating and reporting monthly customer cloud usage information.