Cloud Site Reliability Engineer, CX

NICE Systems; Manila; On-site; PHP 1,674,000 - 2,344,000; Full time

Benefits offered by this job

NICE-FLEX hybrid model

Job summary

NICE Systems is seeking an SRE to own its observability stack across private cloud and AWS environments. You will administer tools, help teams set up alerts, and troubleshoot integrations to keep services highly available.

The role emphasizes automation, education, and proactive improvement of monitoring and alerting capabilities. You will work with JSON/YAML configurations, scripts, and various observability platforms, collaborating with multiple teams to implement best practices and scalable

Qualifications

• Associate degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience.
• Experience in SaaS with hybrid cloud environments.
• Strong troubleshooting skills and detail-oriented problem solving.
• Experience with open-source and enterprise observability tools (Prometheus, Grafana, Datadog, Dynatrace, New Relic, Splunk, Elastic).
• Experience with scripting or coding (Bash, PowerShell, Python, C#, Go).
• Comfort with JSON, YAML, and configuration formats.
• Experience with Ansible, Rundeck, Terraform, or similar tools.
• Experience networking and REST API troubleshooting.
• Experience with Windows or Linux administration.
• Strong communication and teamwork; leadership is a plus.

Responsibilities

• Administer open-source, custom built and enterprise observability tools.
• Assist teams with alerts and notifications setup.
• Support and troubleshoot observability tools for internal customers.
• Troubleshoot agent connections between monitoring tools and SaaS services.
• Configure agents and applications using JSON, YAML.
• Troubleshoot Windows and Linux observability agents.
• Collect data from APIs and observability endpoints.
• Deploy observability agents and apps using automation tools.
• Create automation to reduce toil and repetitive tasks.
• Assist with metrics, logs and traces enablement and collection.
• Create dashboards across various observability tools to visualize data.
• Collaborate to engineer solutions for observability problems.
• Train other teams on observability tools.
• Evaluate and document custom monitoring tools developed by engineers.
• Other duties as assigned.

Skills

Observability

Troubleshooting

Automation scripting

Prometheus

Grafana

Linux administration

Windows administration

REST APIs

SaaS experience

Education

Associate degree in Computer Science or related

Tools

Prometheus & Grafana

Datadog

Dynatrace

New Relic

Splunk

Elastic

Bash

PowerShell

Python

GoLang

Job description

So, what's the role all about?

The Site Reliability Engineer (SRE) is responsible for NiCE CXone’s observability tools. This position collaborates with different teams within the company to create and support observability solutions using open-source and enterprise monitoring tools. SREs will work with various monitoring tools located in NiCE CXone’s private cloud environments, AWS and other cloud providers.SREs also provide education to other teams on use of different monitoring tools.They may help define best practices and procedures for using observability tools and ensure that other engineers follow these standards. This position may develop detailed implementation/project plans for deployment of observability solutions. The SRE team leverages automation tools to deploy and manage observability tools. The SRE team actively seeks to learn and evaluate emerging technologies, collaborating with other business units within the company to implement changes that will improve our monitoring and alerting capabilities.This position requires a lot of curiosity, a proven ability to learn quickly and an aptitude for tackling unique problems that need creative solutions.

How will you make an impact?

• Administer open-source, custom built and enterprise observability tools
• Assist other teams with setting up alerts and notifications
• Support and troubleshoot observability tools to ensure they remain available to our internal customers
• Troubleshoot connections between monitoring agents and SaaS tools
• Configure monitoring agents and applications using JSON, yaml
• Troubleshoot issues with Windows and Linux observability agents
• Collect data from APIs and observability endpoints
• Deploy observability agents and applications using automation tools
• Create automation to eliminate toil and repetitive tasks
• Assist with the enablement and collection of metrics, logs and traces
• Create dashboards in several different observability tools to effectively visualize our data
• Collaborate with other teams to engineer solutions that solve their observability problems
• Train other teams on using observability tools
• Evaluate and document custom monitoring tools built by other engineers
• Other duties as assigned

Have you got what it takes?

• Associate degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience
• Experience working for a SaaS company, with a good understanding of the complexity associated with building in a hybrid cloud environment
• Great troubleshooting skills, seriously, can you track down a problem to its root cause by paying attention to small details in long error messages?
• Experience with any combination of open-source and enterprise observability tools (Prometheus & Grafana, Datadog, Dynatrace, New Relic, Splunk, Elastic)
• Experience with scripting or writing code, this role does require reviewing and occasionally adding to internally developed monitoring tools (Bash, PowerShell, Python, C#, GoLang)
• Comfortable diving unto JSON, yaml and other configuration formats
• Experience in one of the following: Ansible, Rundeck, Salt, Terraform, Chef, Puppet
• Experience troubleshooting network related issues
• Experience working with and troubleshooting REST APIs
• Experience with Windows or Linux administration
• Great communication skills, we collaborate with other teams a lot and we need someone who can convey things in a way that makes sense to both engineers and project managers
• Leadership, we don’t expect you to be a manager, but we’d love it if you can show us a time in your life when you helped guide others towards a winning solution

You will have an advantage if you also have:

• Experience configuring logging agents, rules and pipelines
• Familiarity with APM tools or Synthetic Monitors
• Experience with VoIP solutions
• Networking experience
• Experience working with BMC products (especially Helix)
• Experience working with applications driven by .NET, SQL, and other common Microsoft technologies

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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: 10563
Reporting into: Manager, Cloud Operations, CX
Role Type:Individual Contributor