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Sustenance Engineer - Incident Manager

NiCEUSA - Sandy, UT
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Qualifications:Education:Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., ITIL, Incident Management) are advantageous. Experience:5+ years of experience in technical troubleshooting, preferably within a software or IT context. Demonstrated success in managing complex incidents and leading cross-functional teams. Skills:Strong technical acumen in software systems and incident management.

About the job

At NiCE, we embrace challenges with a relentless spirit. We are ambitious innovators and play to win, setting and exceeding the highest standards in everything we do. If you share our drive and passion, we have the ultimate career opportunity that will ignite your potential.

Job Summary:

The Sustenance Engineer is responsible for the comprehensive management of software incidents reported by customers, ensuring prompt resolution and clear communication with all stakeholders. This role entails coordinating customer break/fix reports, performing detailed root cause analyses, and collaborating with R&D teams and other departments. The ideal candidate will possess robust technical knowledge, exceptional problem-solving capabilities, and a proven record in resolving software-related customer issues.

Key Responsibilities:

  • Serve as the primary point of contact for customer-reported incidents, including reproducing and diagnosing potential software bugs.
  • Collaborate with technical support to identify bugs and ensure effective product usage.
  • Maintain thorough incident documentation, including incident reports, root cause analyses, and resolution details.
  • Facilitate effective communication among tech support, R&D teams, and other relevant departments.
  • Enhance or develop incident management tools and technologies to improve tracking and resolution processes.
  • Manage escalated or high-impact issues with efficiency.
  • Provide timely and clear updates to stakeholders during incidents, including status and resolution timelines.
  • Implement recommendations from reviews to enhance future incident response and prevention strategies.
  • Design and deliver training programs for tech support and NOC teams to bolster incident detection, escalation, and management.

About NiCE

NiCE is a forward-thinking organization that thrives on pushing boundaries. We are committed to excellence and innovation, providing an environment where ambitious professionals can thrive.

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