Found.dev
Role Highlights
Languages used
Key skills
Computer Science
Information Technology
Software Systems
Incident Management
Gaming
TroubleShooting
AI
Cloud
Tools, Libraries and Frameworks
Jira
ITIL
Description
The role involves overseeing the end-to-end management of software incidents to ensure timely resolution. The individual will coordinate customer break/fix reports and perform root cause analysis while collaborating with research and development teams. Responsibilities include maintaining detailed incident documentation and facilitating communication between technical support and internal departments. The position also requires optimizing incident management tools and technologies to improve tracking processes. Furthermore, the role entails managing escalated issues and providing status updates to stakeholders. Finally, the individual will develop training programs to enhance incident detection and handling capabilities for support teams.
Required Qualifications and Skills
Candidates must possess a bachelor’s degree in Computer Science, Information Technology, or a related field. A minimum of five years of experience in technical troubleshooting within a software or IT environment is required. Applicants should demonstrate a proven track record of managing complex incidents and coordinating cross-functional teams. Relevant certifications such as ITIL or Incident Management are considered beneficial.
Disclaimer
Disclaimer: Job and company description information and some of the data fields may have been generated via GPT-4 summarisation and could contain inaccuracies. The full external job listing link should always be relied on for authoritative information.
About the company
NICE
Description
NICE Ltd is known for its deployment of software products utilized by over 25,000 global businesses, including 85 of the Fortune 100 corporations, to craft extraordinary customer experiences, counter financial crime, and ensure public safety. The company manages over 120 million customer interactions daily and monitors more than 3 billion financial transactions, highlighting its substantial influence and operational scale. Recognized as a market leader and an innovation powerhouse, NICE excels in AI, cloud, and digital technology, with a workforce of over 8,500 employees across more than 30 countries. NICE is dedicated to equality, offering employment opportunities without regard to race, color, religion, national origin, or other protected categories.
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