Job Description

Position at NICE Actimize

Cloud AppOps Program Manager -

The AppOps Program Manager role requires a unique blend of technical, Project management and communication skills. Technical background in infrastructure, servers, networks, and experience with data center operations is required.

This position requires previous hands-on Project Management experience, a strong track record of success and ability to execute in a dynamic environment.

Responsibilities

• Partner with various internal teams including (but not limited to) AppOps, Customer Support, Cloud Services, Professional Services, System and Infrastructure Engineers, DevOps, Sales Engineers, Account Management, CS TAMs, Product Management and R&D, to provide the customer with an excellent Onboarding and Change Management experience.
• Responsible for creating, managing and improving the internal delivery and Program management processes, workflows and documentations for our Cloud Application Operations (AppOps) team.
• Rollout and implement Program management methodology across all AppOps projects
• Manage, coordinate and develop activities related to AppOps Program Management throughout the project lifecycle, such as Project planning, Resource planning, Project kick off, Activity management, Delivery execution, Project schedule, Risk & Issue management, Priority management, Tracking and Closure of Cloud AppOps projects.
• Build and maintain a program-level plan including all inflight and pipeline projects (master plan).
• Pipeline management - work with Sales, PS and Cloud Services to identify and track all projects in pipeline (new customer onboarding, future upgrades, product enhancements).
• Responsible for resource planning and forecasting on a project as well as a program level, identify and handle resource constraints, including future resource demand and gaps.
• Ensure project deliverables are production-ready and meet all the Quality requirements (Testing Sign Off) and Deployment pre-requisites (deployment automation, deployment verification checklist, monitoring, etc)
• Ensure all PS to CS & AppOps Handovers are completed after go-live in accordance with specified procedure and guidelines.
• Identify any contractual obligations with the customer (Reporting, Monitoring, SLAs, etc) and work with the AppOps Manager to ensure full adherence and fulfillment.
• Quality management - continually measure the quality of all AppOps delivery activities and ensure the desired quality is achieved. Take corrective actions when necessary.
• Change Control - capture, evaluate and approve, reject or defer any requests to change the approved baseline of a project
• Determine need for and impact of changes in scope of project and make recommendation based on determinations. Revise scope within established guidelines / policies as appropriate.
• Ensure Configuration Management best practices and processes are implemented across all AppOps projects and production systems.
• Manage customer-facing & internal project milestones, deliverables and communication.
• Provide cross-functional coordination and team communications.
• Provide management level visibility and reporting on project status and risk. Prepare Project and Program Status Reports and presentations to keep management, customers and others informed of the project status, risks and issues
• Serve as point of contact for project associated status and information.
• Maintain a "no surprises" policy towards management, and especially regarding resourcing and potential issues/risks. Proactively manage risks, issues, project and program dependencies.
• Manage client expectations with attention to communication and soft skills
• Utilize Operation information systems and update them regularly. Effectively use project management tools (spreadsheets, dashboards, etc).

Qualifications

• 6+ years of project management experience; preferably within cloud or data center technologies.
• Prior experience in networking, infrastructure and data center operations - advantage.
• Excellent organizational skills including attention to details, time management, and multi-tasking skills.
• Proven working experience in project management in the Information Technology industry.
• Knowledge and understanding of project management principles and methodologies.
• Ability to work on multiple projects simultaneously.
• Excellent written, oral, and interpersonal communication skills.
• Self-driven and motivated to learn. Takes ownership and accountability.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.

Education:

• Bachelor's degree in Information Systems Management or Business
• PMP Certification is a plus

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.