Senior Infrastructure Systems Engineer

So, what’s the role all about? 

NICE IT Operations Center (ITOC) is a global service delivery unit located in Pune(India), supporting all NICE Corporate IT Services. The IT Operations Enginner will monitor and troubleshoot events (system generated) and incidents (user generated) along with basic server administration, basic network administration activities for Global NICE IT infrastructure and will also actively support in various IT infrastructure operations area.

How will you make an impact?  

• Monitor and manage system-generated events and user-reported incidents across the global NICE IT infrastructure.
• Perform first-level troubleshooting and resolution for infrastructure, application, and service-related issues.
• Provide basic server administration support, including health checks, service monitoring, and routine operational tasks.
• Support basic network administration activities such as connectivity checks, incident diagnosis, and escalation.
• Log, track, and manage incidents and requests through the ITSM tool, ensuring timely resolution and SLA adherence.
• Coordinate with internal IT teams and vendors for issue escalation, root cause analysis, and resolution.
• Proactively identify recurring issues and contribute to continuous improvement of IT operations.
• Actively support various IT infrastructure operations initiatives as part of the global IT Operations Center (ITOC).

Have you got what it takes? 

• Minimum 5+ years of experience in systems engineering or technical delivery and installation, troubleshooting. 

• Hands on work experience in IT service operations covering broadly the following areas:

• Event Management (monitoring, troubleshooting on system generated auto incidents)
• Windows & Linux administration
• Knowledge on VMware and related function/s
• IT Service Management knowledge (Incident Management- Regular and Major incidents, Request Management, Problem Management, Change Management)
• Azure/Office 365 administration
• Experience in working with  Infrastrcuture Monitoring Tools (SCOM, Solarwinds, Nagios, Tivoli, AppDynamics etc.)
• Experience in working with ITSM tools (BMC Remedy, Service Now, ManageEngine etc.)
• L2 troubleshooting skills on Windows platform including but not limited to Windows Server, Active Directory, DNS, OS patching, User reported errors, Diagnostics of system error logs, Monitoring system performance
• L2 troubleshooting skills on Linux platform including but not limited to Boot, Partition, User reported errors, Diagnostics of system error logs, Monitoring system performance
• L2 operational knowledge & troubleshooting skills on VMware vSphere platform specific to VM creation, Increase VM resources, Vmotion, VM snapsot creation & deletion
• Should be hands-on with Server housekeeping protocols and tasks
• Excellent communication skills (oral and written), problem solving skills and interpersonal skills
• Customer focused and should have a customer centric mindset

You will have an advantage if you also have 

• Experience in handling IT infrastructure issues in servers, networks etc.
• Good understranding of Active Directory, DNS, Exchange, GPO concepts
• Certification in Microsoft, RHEL, VMWare, ITIL etc. preferred but not mandatory
• Fundamental knowledge on Cloud Platforms (MS Azure, AWS, GCP, VMWare etc.) will be an added advantage
• Fundamental knowledge on Office 365 is good to have
• Understanding of Server, Switches, Firewall, Router,ISP configurations and troubleshooting will be preferred
• Knowledge on scripting (PowerShell, Python, etc.) is good to have
• Must be willing to work in 24/7 rotational shifts including weekends
• Ability to drive major incident bridge/calls to closure in co-ordination with other cross functional teams
• Ability to handle multiple concurrent tasks with minimal supervision

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: 9482
Reporting into: Tech Manager 
Role Type: Individual Contributor