Cloud Operations Director

Position Overview 

CXone is seeking a dynamic and experienced Technical Director of Operations to lead the delivery and support of our cloud platforms and infrastructure teams within the EMEA region. The ideal candidate will oversee Cloud Infrastructure Engineers, NOC Engineers, and Information security engineers located in the UK and EU while effectively managing their matrixed responsibilities with other CXone global teams. This role will prioritize EMEA-specific initiatives while ensuring global alignment and collaboration on broader company objectives. 

How will you make an impact? 

• Provide technical and strategic leadership to the Australian cloud platforms and infrastructure teams, ensuring efficient and reliable operations. 

• Directly manage cloud engineers, NOC engineers, and information security engineers based in EMEA. Foster a culture of collaboration, professional growth, and high performance. 

• Serve as the primary interface between EMEA teams and their matrixed reporting lines in the USA. Build strong relationships with global directors to ensure priorities, projects, and resource allocation alignment. 

• Ensure the delivery of high-quality cloud platform and infrastructure services, maintaining high availability, security, and performance for the EMEA region. 

• Establish proactive monitoring and alerting to maximize system uptime, performance, and cost management. 

• Participate in defining the delivery and support functions and processes across our global support centers in the UK, the US, and the Philippines. 

• Partner with the CXone engineering teams in Australia, US, Philippines, and Pune to resolve Cloud Infrastructure issues in both delivery and ongoing support. 

• Maintain quality and ongoing internal and external communication with key stakeholders and customers. 

• Establish KPIs to measure the progress and success of your teams. 

• Provide the highest level of support and minimize escalations. 

• Prioritize daily tasks and manage critical issues and situations. 

• Contribute to the Knowledge Base, document troubleshooting and problem-resolution steps, and participate in Educating and mentoring other engineers. 

• Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes. 

• Owning and Managing the Matrix Organization and building the winning team to support critical Cloud Infrastructure and Operations in the EMEA Region. 

• Responsible for Hiring and managing people’s growth and aspirations aligning with HR Practices. 

Have you got what it takes? 

• Should have 12 years of increasing responsibility in leading global enterprise software companies' cloud delivery and support teams. 

• Demonstrable experience leading teams of over 50 employees in multiple delivery and support functions in Cloud Operations 

• Good working technical knowledge (Certificates are very welcome) in different cloud technologies and Azure and AWS Cloud Platforms 

• Experience managing monitoring, alerting, observability, and dashboarding platforms (such as AWS Monitor, Prometheus, Grafana, and Elasticsearch) 

• Good understanding of NOC and DevOps practices 

• Experience and in-depth knowledge of databases and data handling. 

• Solid understanding of ITIL processes and building IT operations teams. 

• Excellent communication skills and executive presence 

• Good IT skills in troubleshooting and ownership from beginning to end. 

• Be flexible with working hours to address critical or urgent production matters. 

• Ability to communicate clearly with customers and internal partners, mainly during the US working day (East to West Coast) 

What’s in it for you?

Learn more about the Benefits at NICE

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!

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About NICE 

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law. 

Requisition ID: 6736
Reporting into: Vice President, Services and Support, CXone EMEA

Role Type: Individual Contributor