NiCE

Builds AI software for customer service

NOC Engineer / Site Reliability Engineer

Site Reliability EngineeringPosted on Nov 11

Full-timeRemote in UKNo salary listedRemote

About the Job

Requirements

Strong Linux systems administration skills.
Experience with incident management and production support.
Familiarity with cloud infrastructure, with AWS preferred.
Familiarity with containers and orchestration, including Docker and Kubernetes.
Familiarity with monitoring and alerting platforms.
Scripting or programming experience in Python, Bash, Go, or similar languages.
Understanding of networking fundamentals, including DNS, TCP/IP, and load balancing.
Experience working in 24/7 NOC or production operations environments.
Ability to handle high-pressure incidents calmly and effectively.
Strong written and verbal communication for incident coordination.
Comfort working from runbooks and improving them when needed.

Responsibilities

Act as a primary or escalation responder in a 24/7 on-call rotation.
Lead or support major incident response, including triage, mitigation, and resolution.
Coordinate across Engineering, Infrastructure, Security, and Product teams.
Execute and improve runbooks, playbooks, and escalation paths.
Drive blameless post-incident reviews and track corrective actions.
Own service health monitoring across infrastructure, applications, and dependencies.
Design and maintain alerting strategies aligned with service-level indicators and objectives.
Reduce alert fatigue through signal-to-noise improvements.
Build dashboards using Grafana, Prometheus, Datadog, Splunk, or CloudWatch.
Automate repetitive operational tasks to reduce manual toil.
Improve mean time to detect and mean time to resolve.
Develop scripts and tools to support NOC/SRE workflows.
Implement self-healing and auto-remediation where possible.
Partner with engineering teams to improve system design for reliability.
Support and troubleshoot Linux-based systems, cloud platforms, and Kubernetes or other containerized environments.
Assist with capacity planning and availability reviews.
Ensure operational readiness for production releases.

Desired Qualifications

Experience defining or operating to service-level objectives and service-level indicators.
Prior experience migrating from a traditional NOC to an SRE model.
Infrastructure as Code experience, including Terraform or Ansible.
Exposure to security, compliance, or regulated environments.

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?

The SRE – NOC role sits at the intersection of traditional Network Operations Center (NOC) responsibilities and engineering‑driven reliability practices. This role focuses on 24/7 service reliability, incident response, operational automation, and observability, while actively reducing operational toil through software and automation.

Unlike a traditional NOC analyst, an SRE‑NOC is expected to engineer problems away, not just respond to alerts.

How will you make an impact?

Incident Response & Operations

Act as a primary or escalation responder in a 24x7 on‑call rotation
Lead or support Major Incident (MI) response, including triage, mitigation, and resolution
Coordinate across Engineering, Infrastructure, Security, and Product teams
Execute and improve runbooks, playbooks, and escalation paths
Drive blameless post‑incident reviews (PIRs) and track corrective actions

Monitoring, Alerting & Observability

Own service health monitoring across infrastructure, applications, and dependencies
Design and maintain alerting strategies that align with SLIs/SLOs
Reduce alert fatigue through signal‑to‑noise improvements
Build dashboards using tools such as:

Grafana
Prometheus
Datadog / Splunk / CloudWatch

Reliability Engineering & Automation

Automate repetitive operational tasks to reduce manual toil
Improve mean time to detect (MTTD) and mean time to resolve (MTTR)
Develop scripts and tools (Python, Bash, Go, etc.) to support NOC/SRE workflows
Implement self‑healing and auto‑remediation where possible
Partner with engineering teams to improve system design for reliability

Platform & Infrastructure Support

Support and troubleshoot:

Linux‑based systems
Cloud platforms (AWS, Azure, GCP)
Kubernetes / containerized environments

Assist with capacity planning and availability reviews
Ensure operational readiness for production releases

Have you got what it takes?

Technical

Strong Linux systems administration
Experience with incident management and production support
Familiarity with:

Cloud infrastructure (AWS preferred)
Containers & orchestration (Docker, Kubernetes)
Monitoring/alerting platforms

Scripting or programming experience in Python, Bash, Go, or similar
Understanding of networking fundamentals (DNS, TCP/IP, load balancing)

Operational

Experience working in 24x7 NOC or production operations environments
Ability to handle high‑pressure incidents calmly and effectively
Strong written and verbal communication for incident coordination
Comfort working from runbooks—but improving them when they fall short

Preferred / Differentiators

Experience defining or operating to SLOs / SLIs
Prior migration from traditional NOC → SRE model
Infrastructure as Code experience (Terraform, Ansible, etc.)
Exposure to security, compliance, or regulated environments

Requisition ID: 11770.

Reporting into: Manager, Network Operations.

Role Type: Individual Contributor.

#LI-Remote

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.

About the Company

NiCE

Builds AI software for customer service

NiCE builds cloud software that lets businesses run customer service across phone calls, messaging and digital channels, alongside tools for financial crime prevention. Its CXone platform combines contact routing, automated self-service and workforce management so companies manage service teams and customer requests in one system. Cognigy supplies conversational AI agents, while Actimize analyzes transactions and communications for fraud and compliance teams. Customers pay through cloud subscriptions and usage fees, software licenses, support and implementation services. Founded in 1986, it maintains headquarters in Ra'anana, Israel, and Hoboken, New Jersey.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Ra'anana, Israel
Founded: 1986

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