Manager, Network Operation, CX

About the Role:

We are seeking an experienced and highly motivated Manager, Network Operations Center to lead our network operations center teams in one or more regions of the world. This role combines hands-on technical expertise with strong leadership and strategic oversight to support and ensure the performance, reliability, and scalability of our operations infrastructure. The ideal candidate will have prior experience working in the communications, software, and/or AI industries, bringing insights into fast-moving, technology-driven environments.

Key Responsibilities:

• Lead and manage the daily operations of the network operations center team, ensuring optimal performance, uptime, and reliability across all monitored systems and services.
• Oversee services monitoring, incident management, troubleshooting, and problem resolution to minimize downtime and operational disruptions.
• Develop, implement, and maintain network operations center policies, procedures, and best practices.
• Collaborate with engineering, software, and IT teams to support new initiatives, deployments, and upgrades.
• Manage vendor relationships and coordinate with service providers (as necessary) for infrastructure and application support and procurement.
• Drive continuous improvement in the network operations center, including automation of tasks, process optimization, and maintenance activities.
• Mentor and develop team members, fostering a culture of collaboration, accountability, and technical excellence.
• Maintain documentation for network operations center, processes, and incident reports.
• Ensure compliance with security policies and industry regulations.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in network operations center leadership, network engineering, operations manager or a similar operations technical role.
• Proven experience managing and leading technical teams in an enterprise environment.
• Technical understanding of network architecture, enterprise application delivery, monitoring and support, incident management of SaaS.
• Strong problem-solving skills and experience managing complex SaaS issues.
• Experience in the communications, software, and/or AI industry is highly preferred.
• Familiarity with network monitoring tools, performance metrics, and incident response protocols.
• Excellent communication, leadership, and project management skills.

Preferred Qualifications:

• AWS, Azure, practitioner certification.
• Professional certifications such as ITIL, AWS, leadership
• Demonstrated ability to work in a fast-paced, technology-driven environment.

Requisition ID: 8601

Reporting to: Director, Network Operations, CX Role Type:People Manager

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.

About NiCE

NICE Ltd. (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.