Solution Architect - Hoboken, NJ, United States - NICE

Description

OVERVIEW:

This is a rare opportunity to work with an innovative product launching in an area new to cloud services. The primary focus is deploying, maintaining and supporting state of the art cloud-deployed solutions for digital evidence management for Public Safety customers worldwide.

Assisting product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of our customers.

DAY TO DAY ACTIVITIES:

• Provisioning, deploying, monitoring, patching and upgrading enterprise cloud software. Working closely with the development team to ensure the successful deployment of software packages.
• Support of production systems and replication of customer issues on test systems to diagnose and repair without jeopardizing customer data or operations.
• Defining and implementing regular maintenance and health monitoring procedures.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end-users, partners and service providers.
• Gradually take over the responsibility of SecOps Team Lead
• Participate in a 24-7 Out of Hours call out rotation.
• Cost Management of solution and services.

EDUCATION:

• The successful candidate is likely to have higher education qualifications in science or technology subjects. A degree-level qualification is desirable.
• The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
• Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good 'customer service' and how to deliver it is essential.

ESSENTIAL EXPERIENCE:

• Experience in supporting web based software provided as a service
• Experience with scripting in Linqpad, Powershell or similar
• Experience administering databases (Microsoft SQL) and basic querying
• Knowledge of Windows server and client technology
• Knowledge of network principles (IP addressing, firewall rules, network security groups etc)
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
• Excellent written and spoken English
• Good listener, able to identify and validate assumptions
• Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
• Multi-tasking and time-management to prioritize and switch between varied tasks
• Focused and calm under pressure
• Careful record keeping
• Able to use initiative and to work effectively both independently and as part of a team
• Be able to obtain security clearances (CJIS)

USEFUL SKILLS:

• Experience of Programming (e.g. C#)
• Scripting experience in Linqpad, Powershell or similar
• Experience with Azure(AZ900 and AZ104 certifications)
• Experience with Postman or Fiddler
• Understanding of .Net applications
• Knowledge of Linux Operating System
• Experience with ServiceNow (SNOW) ticketing system.
• Knowledge share with ability to document learned skills.

TRAVEL:

Candidate will be expected, to be on customer site position in NY for at least 2 years after which we intend to reallocate to remote projects or other NY projects