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.
So, what’s the role all about?
We're looking for an Incident Manager - Technical Support to join our global team. You'll be the main point of contact for technical support in your region, coordinating teams during urgent outages. We need someone who can communicate, organize, and represent our customers and support the organization during high-impact events.
How will you make an impact?
Lead technical teams during critical incidents to ensure timely resolution in Production environments. Serve as an escalation point for support teams, customers, and external parties to drive incident resolution. Facilitate communication between internal teams, stakeholders, and customers throughout the incident life cycle. Represent Technical Support team in Incident Management calls for single or multi-customers. Coordinate with NOC, Engineering, Operations, and R&D to assess impact and progress during incidents. Ensure proper staffing for a surge of calls, particularly during events, by engaging Tech Support Management. Develop and implement policies and procedures for effective incident reporting, management, and escalation. Contribute to the evolution and improvement of incident management processes, integrating with other processes and frameworks such as ITIL methodology.
Have you got what it takes?
Bachelor’s degree in business information systems or related field required, MCP, MCSA certifications preferred. 5+ years' experience in technical support, preferably supporting Internet Service Providers, networks, and/or Business Software. Minimum six years experience with advanced knowledge in Contact Center Software, Telecommunications, Computer Networking, Programming, and Integrations. Excellent technical, analytical, and problem-solving skills in high-pressure, complex environments. Strong written and verbal communication skills, ability to communicate effectively across all company teams. Demonstrated ability to work independently as part of a larger team in a fast-paced, agile environment, with assertiveness and critical thinking.
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: 4653
Reporting into: Sr. Manager Technical Support
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.