Sustenance Engineer - Incident Manager

Job description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. Job Summary: The Sustenance Engineer will oversee the end-to-end management of software reported incidents, ensuring timely resolution and effective communication with stakeholders. The role involves coordinating and collaborating on customer break/fix reports, performing root cause analysis, and coordinating with R&D teams and other departments. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and experience in identifying and resolving customer reported issues within a software environment. Qualifications: - Act as an R&D focal point for customer reported incidents, including replicating and diagnosing potential software bugs - Consult with technical support on identifying bugs and proper use of products and features - Maintain comprehensive incident documentation, including incident reports, root cause analyses, and resolution details. - Facilitate c...