Job Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

NICE is currently seeking a technical, hands-on, customer-focused Cloud AppOps to join our growing Cloud team.

The Cloud AppOps has the following duties:

• Perform operational duties including application server health, service recycling.
• Identify and resolve operational issues (e.g., batch failures, network issues, client data feed errors)
• Monitor server performance, memory utilization, CPU, file systems, databases, batch jobs.
• Maintain operational documentation, e.g., incident tracking and run books.
• Produce metric reports including daily production status.
• Review Client support tickets and requests under service SLAs.
• Resolve level 2 and level 3 issues (i.e., application support, DBs and data center related issues). Document issues in customer support portal.
• Provide on-call off hour support and work during non-prime shift hours.

Qualifications

• 2+ years’ experience in Application / production support experience in with Cloud-Based hosting administration, management and performance tuning under high availability SLA environment.
• Experience with AWS, GCP, Azure is good to have.
• Knowledge of ETL is a plus.
• Experience with Unix, Linux, Windows, Tomcat, SSH and basic scripting skills.
• Experience with SQL Server, Oracle and MySQL.
• Experience with and understanding of complex process and data flow.
• Ability to effectively and proactively communicate (both written and verbal) to various Internal stakeholders / groups and customers daily.
• Experience with application debugging, performance, scalability
• Familiarity with standard application security compliance best practices
• Knowledge of fault detection and resolution processes
• Experience in working independently and with other team members.
• Ability to multi-task as required and provide rapid support in production.
• Must be able to provide on-call off-hour support and work during non-prime shift hours
• Great English communication skills (B2 or higher).

Additional Information

This is a hybrid position in Bogotá, Colombia. Apply now and enjoy the benefits of a certified Great Place to Work Company.