Sustenance Engineer - Incident Manager

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 RD 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. Key Responsibilities: Act as an RD 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 communication between tech support, RD teams, and other relevant departments. Optimize or develop incident management tools and technologies to enhance incident tracking and resolution Effectively manage escalated or high impact issues Provide clear and timely updates to stakeholders during incidents, including status updates and resolution timelines. Implement recommendations based on review findings to improve future incident response and prevention. Develop and deliver training programs for tech support and NOC teams to improve incident detection, escalation, and handling. Qualifications: Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., ITIL, Incident Management) are a plus. Experience: 5+ years of experience in technical troubleshooting, preferably in a software or IT environment. Proven track record of managing complex incidents and coordinating cross-functional teams. Skills: Strong technical knowledge of software systems and case management processes. Excellent problem-solving and analytical skills. Effective communication and interpersonal skills. Experience with incident management tools and platforms (e.g., JIRA, ServiceNow). Ability to work under pressure and manage multiple priorities. 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.