Job Description

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.

How Will the Individual Make an Impact?

The NOC / SRE Manager (EMEA Site Manager) will lead NOC and SRE engineering teams in the region, ensuring operational excellence, platform reliability, and seamless collaboration with global engineering teams. This role focuses on proactive operations, system reliability, monitoring, and cross‑team alignment—not direct ownership of incident response.

Key Responsibilities

Operational Leadership & Technical Guidance

• Provide hands-on operational and technical leadership for cloud platform and infrastructure services across the UK and EU.
• Ensure reliable service delivery by maintaining high availability, system performance, and adherence to security and resiliency standards.
• Lead, coach, and mentor NOC Engineers and Site Reliability Engineers within the EMEA region.

Team & Stakeholder Management

• Act as the primary communication bridge between EMEA engineering teams and global engineering/SRE/operations partners.
• Maintain ongoing collaboration with teams in the US, Philippines, and Pune to assist troubleshooting and technical issue resolution.
• Work with HR and executive leadership to hire, develop, and manage team performance.

Monitoring, Observability & Reliability Engineering

• Maintain and improve monitoring, alerting, and observability systems to ensure proactive detection of performance or reliability issues.
• Support cost-optimization efforts and resource utilization analysis.
• Promote adoption of SRE practices including automation, performance improvements, and reduction of toil.

NOC Operations (Non–Incident Response)

• Serve as the first technical escalation point for operational issues within the NOC/SRE team, escalating to Incident Response only when necessary.
• Support execution of approved production changes in accordance with change‑management and operational readiness processes.
• Ensure NOC workflows, runbooks, and shift operations run smoothly and efficiently.

Cross‑Functional Collaboration & Continuous Improvement

• Partner with global delivery teams to transition appropriate operational tasks into EMEA as part of follow‑the‑sun support.
• Track and report on KPIs and operational metrics for visibility to senior leadership.
• Contribute to knowledge bases, internal documentation, and structured onboarding for new team members.

What It Takes (Qualifications & Skills)

Experience

• 6–8 years of progressive experience in NOC, Cloud Operations, or SRE‑adjacent environments.
• Experience leading teams of 5–15 engineers in operational or infrastructure‑focused roles.
• Proven experience supporting high‑uptime cloud platforms or enterprise SaaS infrastructure.

Technical Skills

• Strong working knowledge of cloud platforms (Azure, AWS); certifications preferred.
• Familiarity with monitoring and observability technologies (e.g., CloudWatch, Azure Monitor, Prometheus, Grafana, Elasticsearch).
• Good understanding of NOC workflow management, SRE practices, and operational maturity.
• Experience with cloud operations, databases, and production support processes is a plus.

Professional Skills

• Excellent written and verbal communication, with ability to translate technical detail for diverse audiences.
• High ownership mindset with proactive problem‑solving skills.
• Ability to work flexible hours to support global operations and business-critical needs.
• Strong collaboration skills and experience working across distributed teams and regions.

Requisition ID: 9913
Reporting into: Director. Cloud Operations

Role Type: Manager

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.