Senior Technical Support Engineer

Nice; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

NICE-FLEX

Hybrid work model

Job summary

NiCE is seeking a Senior Platform Engineer to join the AppOps team. You will build internal tools, automation, and AI-powered utilities that raise the team's technical bar. You’ll own deployment pipelines, cloud infrastructure, and workflows to improve productivity and delivery velocity.

If you enjoy automating toil with Python and can discuss technical details with developers and architects, this role is for you.

Qualifications

• Strong programming and scripting skills with Python and REST API clients.
• Experience building automation tools, CLIs, and internal utilities; strong problem solving.
• Hands-on with Kubernetes/EKS and CI/CD tooling; infrastructure as code (Terraform/CF).
• Experience integrating LLM APIs and AI-assisted utilities; familiarity with AI tooling.
• Terraform required; CloudFormation or Bicep as a plus; multi-environment state management.
• Experience with monitoring (Prometheus/Grafana/Datadog) and log systems.
• Shell scripting, Bash, YAML, and Linux-based workflows.

Responsibilities

• Design, build, and maintain internal tools and automation to streamline AppOps workflows.
• Own deployment pipelines, cloud infrastructure, and AI-assisted workflows to boost productivity.
• Collaborate with developers and architects to resolve issues and improve platforms.

Skills

Python scripting

REST API clients

Automation

CLI

Bash

YAML

Linux shell

Agile / Sprint

Tools

Kubernetes (EKS)

Terraform

CloudFormation

Helm

RBAC

ArgoCD

GitHub Actions

Jenkins

Prometheus

Grafana

Datadog

Docker

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.

So, what’s the role all about?

We are looking for a Senior Platform Engineer to join our AppOps team — someone who sits at the intersection of engineering, operations, and AI tooling. This is not a pure ops role. You will be hands‑on building internal tools, utilities, and automation frameworks that raise the technical bar for the entire team. You’ll own deployment pipelines, cloud infrastructure, and drive AI‑assisted workflows that meaningfully improve team productivity and delivery velocity.

If you’re someone who gets frustrated by manual toil, loves writing Python to automate things away, and can hold a technical conversation with both developers and architects – this role is built for you.

How will you make an impact?

• Tool & Utility Development
  • Design, build, and maintain internal tools, scripts, and utilities in Python/JAVA that streamline AppOps workflows
  • Build AI‑powered utilities leveraging LLM APIs, or similar frameworks to assist team with diagnostics, automation, and knowledge retrieval
  • Own the full lifecycle of these tools from requirement gathering to deployment and documentation
• Deployment & Platform Engineering
  • Manage and evolve Kubernetes‑based deployment infrastructure (EKS/self‑managed clusters)
  • Build and maintain CI/CD pipelines (GitHub Actions, Jenkins, ArgoCD or similar)
  • Define and enforce Infrastructure as Code (IaC) practices using Terraform or CloudFormation
  • Own deployment runbooks and ensure zero‑downtime release practices
• Cloud Operations
  • Architect and manage AWS/Azure services – EC2, EKS, Lambda, S3, RDS, IAM, CloudWatch, etc.
  • Optimize cloud costs, monitor resource utilization, and implement auto‑scaling strategies
  • Manage secrets, access policies, and ensure compliance with security best practices
• Observability & Incident Response
  • Set up and maintain monitoring, alerting, and dashboards (Prometheus, Grafana, CloudWatch, Datadog)
  • Lead RCA (Root Cause Analysis) processes and drive post‑incident improvements
  • Establish SLOs/SLIs for critical platform components

Have you got what it takes?

• Strong application + scripting development; building tools, REST API clients, automation, CLIs
• EKS and AKS management, Helm, RBAC, namespacing, resource policies, K8s troubleshooting at scale
• Hands‑on with core services; experience with EKS, Lambda, IAM, CloudWatch, Secrets Manager, CloudFormation
• LLM API integration, prompt engineering, building AI‑assisted utilities (Claude, GitHub Copilot, LangChain, Azure OpenAI, AWS Bedrock)
• Terraform (required); Bicep or CloudFormation as a plus; managing multi‑environment state
• Prometheus, Grafana, Datadog, ELK/OpenSearch, CloudWatch, Azure Monitor
• Docker, multi‑stage builds, image optimization, container security scanning.
• Bash, YAML fluency, Linux environments; comfortable in the terminal
• Exposure to scripting language (Ansible, Perl, Python, Ruby, Shell script, Powershell etc.)
• Experience in working with tools like OpsGenie, Nagios, Rundeck,
• Good understanding in Kubernetes.
• Cloud / Application level Security experience
• Experience in Banking & Financial domain
• Has worked in an Agile / Sprint development model
• Shift time IST: Rotational 6:00 am to 3:00 PM / 12:30 pm to 9:30 PM / 2:00 pm to 11:00 / 5:30 pm to 2:30 am / 10:00 PM to 7:00 AM

What’s in it for you?

• Join an ever‑growing, market‑disrupting, global company where the teams – comprised of the best of the best – work in a fast‑paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
• 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: 11370

Reporting into: Tech Manager

Role Type: Individual Contributor

About NiCE

NICELtd. (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.