Manager, Cloud Operations

Nice; Aldershot; Hybrid; GBP 75,000 - 90,000; Full time

Job summary

A leading cloud solutions provider in Aldershot is seeking a Manager, Cloud Operations to lead operational excellence across their UK and EU teams. The ideal candidate will manage cloud engineers and foster a collaborative environment to enhance service delivery. Responsibilities include guiding technical operations, managing team development, and collaborating globally to improve customer satisfaction. This role emphasizes problem-solving and effective communication across various stakeholders, embracing a hybrid work model that supports flexibility.

Benefits

Flexible hybrid work model

Professional development opportunities

Qualifications

• 6-8 years of progressive experience in cloud operations or infrastructure support.
• Experience managing teams of 5-15 employees across infrastructure and support functions.
• Proactive problem-solver with strong ownership of issues from start to finish.

Responsibilities

• Lead technical guidance and operational leadership for the UK and EU cloud teams.
• Manage team performance and development in collaboration with HR.
• Collaborate with global teams to improve customer satisfaction.

Skills

Cloud operations experience

Team management

Problem-solving

Communication skills

Knowledge of monitoring tools

Education

6-8 years of relevant experience

Technical knowledge of cloud platforms (Azure, AWS)

Tools

AWS Monitor

Prometheus

Grafana

Elasticsearch

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. In today's dynamic and fast-paced cloud landscape, we are seeking a resilient and resourceful Manager, Cloud Operations to join our regional leadership team. This role demands a high level of agility and emotional intelligence to navigate a matrixed organisation, where priorities shift rapidly and collaboration spans across diverse teams and geographies. The ideal candidate thrives in ambiguity and is energised by solving complex problems in chaotic environments. You will be expected to proactively engage with stakeholders across Cloud Operations and Professional Services, breaking down silos to drive operational excellence and customer success. Your ability to build trust, influence without authority, and maintain composure under pressure will be key to your success. The ideal candidate will lead a local team of Cloud Infrastructure Engineers, NOC Engineers, and Information Security Engineers based in the UK and EU. This role will focus on day-to-day operations and execution of regional tasks while collaborating with global CXone teams on shared goals. Reporting into the Regional Director of Cloud Operations, this role offers a unique opportunity to shape regional strategy, optimise delivery, and foster a culture of resilience and accountability. How will you make an impact?

Responsibilities

• Provide hands‑on technical guidance and operational leadership to the UK and EU cloud platforms and infrastructure teams to ensure smooth and reliable service delivery.
• Manage a team of cloud engineers, NOC engineers, and information security engineers within the EMEA region, promoting teamwork, professional development, and strong individual performance.
• Act as a key point of contact between EMEA-based teams and global stakeholders, ensuring regular communication and progress tracking on shared initiatives.
• Support the delivery of high‑quality cloud infrastructure services by maintaining uptime, security, and performance standards in the EMEA region.
• Assist in maintaining monitoring, alerting, and cost‑optimization tools and processes to improve system reliability and performance.
• Collaborate with global delivery teams in the US to identify opportunities to take on delivery tasks from EMEA and contribute to improving customer satisfaction and delivery timelines.
• Work with CXone engineering teams in the UK, US, Philippines, and Pune to assist in troubleshooting and resolving infrastructure issues.
• Maintain strong internal and external communications, keeping stakeholders informed and engaged.
• Track and report on team performance using KPIs, providing regular updates to senior leaders.
• Serve as the first point of escalation for technical issues within your team and help resolve or escalation as appropriate.
• Plan, organize, and prioritize tasks and respond to critical situations effectively.
• Contribute to the team knowledge base, document solutions, and support the onboarding and development of team members.
• Assist with performing changes to production environments and escalating issues when necessary to ensure timely resolution.
• Help coordinate cross‑functional efforts within the EMEA team, supporting operational goals and project execution.
• Assist with hiring and managing team members’ performance and development, in collaboration with HR and senior management.

Qualifications

• 6-8 years of progressive experience in cloud operations or infrastructure support, including people management or team lead responsibilities.
• Experience managing teams of 5-15 employees across infrastructure and support functions.
• Working technical knowledge of cloud platforms (Azure, AWS);
• relevant certificationsare a plus.
• Familiarity with monitoring and observability tools (e.G., AWS Monitor, Prometheus, Grafana, Elasticsearch).
• Understanding of NOC operations, DevOps practices, and system administration.
• Practical experience with databases and data management is a plus.
• Knowledge of ITIL processes and general IT service management frameworks.
• Strong verbal and written communication skills;
• able to communicate clearly with technical and non-technical stakeholders.
• Proactive problem‑solver with strong ownership of issues from start to finish.
• Willingness to work flexible hours in response to critical production issues.
• Collaborative mindset and ability to build strong working relationships across teams and regions.

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.

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 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.

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.