NICE Systems Looking for Specialist Technical Support Engineer – Incident Management at Pune, Maharashtra Full Time

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Main Responsibilities and Deliverables:
Assess business impact and urgency, declare Major Incidents, or trigger business continuity procedures

Validate or reject suspected major incidents by ensuring that these major incidents have been correctly identified, understood, categorized, and resolved

Escalation to business units in conjunction with Application teams

Consistently achieve service excellence throughout the process of the major incident by managing major incidents for any delivery organization within the required scope.

Ensure the achievement of service level agreements and service quality standards by implementing the agreed remedies / preventative measures.

Ensures that customer’s business interests are maintained

Supplement the Operations Managers in ensuring the required technical and operations staff join the incident calls in a timely manner

Manage all bridge participants to ensure alignment with the internal processes established to resolve major incidents

Own end-to-end coordination and business communication within the internal stake holders as well with the customers during the major incident

Executive leadership and Customers should be well informed, and directives should be effectively implemented

Coordination of incident recovery

Create incident reports (Recording of Timelines etc..) to manage major incidents effectively

Post-Mortem activities

Ability to prepare RCAs with timelines & lessons learned

Supporting and nurturing process improvements and knowledge base improvements

Skills Required:
ITIL practitioner, In-depth understanding of incident management, problem management, change management & release management processes

Ability to operate autonomously

Strong communication skills, verbally and within writing

Understand and demonstrate the ability to escalate as needed, in order to ensure that the agreed outcomes are achieved

Excellent technical documentation skills

Ability to work in multiple time zones

Strong interpersonal skills and client service orientation, ability to interact effectively with all levels of management and customers

Ability to be flexible and quickly adapt to changing business need, priorities and processes

Must be organized and have the ability to multi task, work in a timely structured manner and remain focused and calm under pressure

Qualifications / Education:
Bachelors or Masters degree preferable in relevant field (Computer Science, IT)

4 – 7 yrs experience in IT infrastructure and Major Incident background

Experience of working in a global organization.

Experience with customer facing

Must have experience working within a 24×7 complex, high-pressured environment

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.