At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
We are looking for a technically strong and delivery-focused Technical Manager to lead a team of CloudOps Delivery Engineers responsible for post go-live operations of cloud-based applications. This role is critical in ensuring timely upgrades, defect resolution, and performance enhancements across our customer environments. You will work closely with cross-functional teams and customers to drive operational excellence and continuous improvement.
What you will be doing?
- Team Leadership & Execution
- Lead and mentor a team of CloudOps Delivery Engineers focused on post go-live activities.
- Ensure high-quality execution of upgrades, patches, and fixes across customer environments.
- Promote a culture of ownership, agility, and technical excellence.
- Technical Delivery
- Oversee upgrades to the latest product versions across the customer base.
- Oversee the deployment of changes, enhancements and fixes for performance, security, and stability.
- Ensure adherence to change management and CAB processes.
- Drive automation and standardization of delivery workflows.
- Assess technical feasibility and impact of proposed changes and upgrades across diverse customer environments.
- Define and maintain delivery playbooks and low-level execution plans to support consistent and scalable delivery.
- Collaborate with Program Managers to support project planning, effort estimation, and resource allocation.
- Identify risks and dependencies early in the delivery lifecycle and propose mitigation strategies.
- Collaboration & Stakeholder Engagement
- Work closely with CloudOps Delivery Program Managers to align on delivery plans, priorities, pipeline and backlog management.
- Collaborate with internal teams including AppOps, DevOps, Customer Support, Professional Services and R&D to resolve issues and improve delivery outcomes.
- Support customer-facing teams in ensuring smooth post go-live operations.
- Operational Excellence
- Drive automation, standardization, and scalability of delivery processes.
- Track and report on delivery KPIs including upgrade success rates, defect resolution times, and customer impact.
- Identify and implement improvements to reduce manual effort and increase reliability.
Have you got what it takes?
- 10+ years of experience in Application Implementation, Cloud Operations or Infrastructure Engineering.
- 5+ years in a technical leadership or management role.
- Strong hands-on experience with cloud platforms (AWS, Azure, GCP), CI/CD pipelines, Kubernetes, and infrastructure automation tools (Terraform, Ansible, etc.).
- Solid understanding of change management, version control, and configuration management.
- Experience working in a SaaS or Enterprise software environment.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced, global delivery environment, including off-hours and weekend support when needed.
- Preferred Skills:
- Certifications in cloud platforms (AWS, Azure, GCP, CKA Kubernetes).
- Familiarity with ITIL or other service management frameworks.
- Strong analytical and problem-solving skills.
- Experience with customer-facing delivery or support roles.
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: 11456
Reporting into: Group Manager, Actimize
Role Type: Individual Contributor
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.
