Cloud Operations Engineer

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

We are looking for a highly skilled Cloud Operations Engineer to join our Cloud Operations team. This role supports the management of the Cloud Infrastructure that facilitates our applications across the breadth of the Verint product portfolio, and provides the assurance needed to troubleshoot, maintain, provision and ensure availability of the underlying platforms.

The ideal candidate is passionate about systems administration, knowledgeable across providing support to internal and external clients, and excited to contribute to a culture of modern technology, security, documentation, reliability, and continuous improvement. As part of a distributed global team, this role also helps provide 24/7 operational coverage for critical environments.

Principal Duties and Essential Responsibilities:

• Support and maintain production environment infrastructure across the entire Verint Portfolio of products in the Cloud and their underlying platforms.
• Troubleshoot and resolve various incidents that arise with regards to Cloud Infrastructure.
• Upgrade and modify infrastructure as needed to support client and business needs.

Delivery & Collaboration

• Provision new environments and infrastructure that support the Verint product portfolio.
• Collaborate closely with Support, Engineering, and Professional Services in the delivery of both internal initiatives and client facing projects.
• Work with technologies such as:
• JIRA/Confluence
• ServiceNow
• Windows and Linux EC2 Instances
• AWS, Azure, and GCP Platforms
• Deployment Pipelines and Tools
• SQL Server

Documentation & Knowledge Management

• Develop and maintain internal knowledge bases to reduce tribal knowledge and improve team scalability.
• Participate in cross-team knowledge transfer sessions, documentation efforts, and process standardization.

Project Leadership

• Co-lead or support major infrastructure improvement initiatives, including major platform upgrades (e.g., Windows OS modernization projects), security initiatives (e.g., PCI compliance)
• Research emerging tools, frameworks and best practices to contribute to a culture of continuous improvement and excellence.
• Seek out opportunities to improve the resiliency of the Cloud Platform, ensuring availability of applications for our Cloud Clients and their Products.

Minimum Requirements:

• 3 years in Cloud Operations and Systems Administration with cloud platforms

• Bachelor’s degree in computer science or related study or equivalent work experience in lieu of a degree

• 3 years experience managing Windows and Linux solutions

• Strong experience collaborating with cross-functional stakeholders

• 3 years experience working in Windows Server administration and cloud platforms

• 3 years experience working with Web-Based solutions including WebLogic and Tomcat

• Working knowledge of Operating Systems Management (Windows/Linux) SQL Server, Networking Principles, Telephony systems, and Systems Administration best practices

• Experience dealing directly with clients in a support, project, or delivery role

• 2 years experience working in ITIL Framework including Incident, Problem and Change Management

• Ability to work effectively in a distributed, collaborative environment

Preferred Skills:

• Experience working with Windows Server, SQL Server and Linux based-systems in a software company providing Managed Services and/or Cloud Based Solutions

• Familiarity with managing production and delivery for large-scale ERP solutions in the Cloud

• Familiarity with DataDog and/or systems monitoring best-practices

• Understanding of cloud security concepts, including encryption and access management

• Understanding of networking concepts and certificate management practices

• Experience working in a customer relationship management capacity