NICE - Actimize Cloud Operations Engineer at Sutherland

📍 Job Overview

Job Title: NICE - Actimize Cloud Operations Engineer
Company: Sutherland
Location: Bogotá, Bogotá, Colombia
Job Type: Full-time
Category: DevOps Engineer
Date Posted: 2025-06-18
Experience Level: 2-5 years
Remote Status: Hybrid

🚀 Role Summary

📝 Enhancement Note: This role focuses on cloud-based application operations, requiring a strong background in cloud hosting administration, performance tuning, and application support. Proficiency in AWS, GCP, or Azure is a plus, along with experience in ETL processes and various databases.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities revolve around application server health monitoring, issue resolution, and maintaining operational documentation. This role also involves providing on-call support during non-prime shift hours.
Monitor application server health, memory utilization, CPU, file systems, databases, and batch jobs.
Identify and resolve operational issues, such as batch failures, network issues, and client data feed errors.
Maintain operational documentation, including incident tracking and run books.
Produce metric reports, including daily production status.
Review client support tickets and requests under service SLAs.
Resolve level 2 and level 3 issues, documenting them in the customer support portal.
Provide on-call off-hour support and work during non-prime shift hours.

🎓 Skills & Qualifications

Education

📝 Enhancement Note: A bachelor's degree in Computer Science, Information Technology, or a related field is typically required for this role.

Experience

📝 Enhancement Note: Candidates should have 2+ years of experience in application/production support with cloud-based hosting administration, management, and performance tuning under high availability SLA environments.

Required Skills:

Proven experience in application/production support with cloud-based hosting administration, management, and performance tuning.
Experience with AWS, GCP, or Azure (good to have).
Knowledge of ETL processes (a plus).
Experience with Unix, Linux, Windows, Tomcat, SSH, and basic scripting skills.
Experience with SQL Server, Oracle, and MySQL.
Understanding of complex process and data flow.
Excellent written and verbal communication skills (B2 or higher).
Experience in application debugging, performance, and scalability.
Familiarity with standard application security compliance best practices.
Knowledge of fault detection and resolution processes.
Ability to work independently and with other team members.
Ability to multi-task and provide rapid support in production.

Preferred Skills:

Experience with application server health monitoring tools.
Knowledge of cloud-based infrastructure as code (IaC) tools, such as Terraform or CloudFormation.
Familiarity with containerization and orchestration tools, like Docker and Kubernetes.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on application operations and support, a portfolio showcasing problem-solving skills, issue resolution, and performance optimization would be most relevant. Include case studies demonstrating your ability to monitor, troubleshoot, and maintain cloud-based applications.

Portfolio Essentials:

Case studies demonstrating application server health monitoring and issue resolution.
Examples of metric reports and operational documentation.
Evidence of on-call support and issue resolution during non-prime shift hours.

Technical Documentation:

Detailed run books and incident tracking records.
Metric report templates and examples.
Code snippets or scripts used for issue resolution or automation.

💵 Compensation & Benefits

Salary Range: COP 3,500,000 - COP 5,000,000 per month (Based on market research and experience level)

Benefits:

Health insurance and dental plans.
Retirement savings plans.
Employee assistance programs.
Training and development opportunities.
Discounted gym memberships and other wellness benefits.
Employee discounts on various products and services.

Working Hours: 40 hours per week, with the possibility of working during non-prime shift hours for on-call support.

📝 Enhancement Note: The salary range is estimated based on market research and the candidate's experience level. Benefits are typical for a company of this size and industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business Process Outsourcing (BPO) and Customer Experience Management.

Company Size: Large (38,000+ employees worldwide).

Founded: 1986.

Team Structure:

The Cloud AppOps team works closely with development, QA, and other operations teams to ensure application availability and performance.
The team follows Agile methodologies for issue resolution and process improvement.

Development Methodology:

The team uses Agile/Scrum methodologies for issue tracking and resolution.
They follow ITIL best practices for incident management and problem management.
Collaboration tools, such as Jira and Confluence, are used for task management and knowledge sharing.

Company Website: www.sutherlandglobal.com

📝 Enhancement Note: Sutherland is a large BPO company with a global presence, offering a diverse range of services. The company culture emphasizes diversity, inclusion, and continuous improvement.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level DevOps Engineer.

Reporting Structure: This role reports directly to the Cloud AppOps Manager.

Technical Impact: The Cloud AppOps Engineer plays a crucial role in ensuring application availability and performance, directly impacting user experience and business outcomes.

Growth Opportunities:

📝 Enhancement Note: With experience and strong performance, candidates can progress to senior DevOps roles, technical lead positions, or move into related fields like cloud architecture or site reliability engineering.
Cloud Architecture: Transition to a cloud architecture role, focusing on designing and implementing cloud infrastructure.
Site Reliability Engineering: Move into a site reliability engineering role, focusing on improving system reliability and scalability.
Technical Leadership: Develop into a technical lead or manager role, overseeing a team of DevOps engineers.

🌐 Work Environment

Office Type: Hybrid work environment, with a mix of on-site and remote work.

Office Location(s): Bogotá, Colombia.

Workspace Context:

The team works in a collaborative environment, with dedicated spaces for team meetings and knowledge sharing.
Team members have access to multiple monitors and testing devices to ensure optimal performance.
The office is designed to facilitate cross-functional collaboration between different teams.

Work Schedule: Flexible work schedule, with the possibility of working during non-prime shift hours for on-call support.

📝 Enhancement Note: The hybrid work environment allows for flexibility while maintaining a collaborative team culture. The work schedule may require on-call support during non-prime shift hours.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process consists of several stages, focusing on technical skills, problem-solving, and cultural fit.

Phone/Video Screen: A brief conversation to assess communication skills and understand the candidate's background and motivations.
Technical Assessment: A hands-on assessment focusing on application support, issue resolution, and performance optimization.
Behavioral Interview: A discussion to evaluate problem-solving skills, teamwork, and adaptability.
Final Interview: A conversation with the hiring manager to discuss the candidate's fit within the team and company culture.

Portfolio Review Tips:

Highlight case studies demonstrating application server health monitoring, issue resolution, and performance optimization.
Showcase metric reports and operational documentation, emphasizing attention to detail and data-driven decision-making.
Prepare for questions about on-call support and issue resolution during non-prime shift hours.

Technical Challenge Preparation:

Brush up on application support, issue resolution, and performance optimization skills.
Familiarize yourself with cloud-based hosting administration, management, and performance tuning.
Prepare for questions about your experience with AWS, GCP, Azure, ETL processes, and various databases.

ATS Keywords: (Organized by category)

Programming Languages:

Python, Bash, PowerShell, SQL

Cloud Platforms:

AWS, GCP, Azure

Databases:

SQL Server, Oracle, MySQL

Tools:

Jira, Confluence, SSH, Tomcat, Jenkins, Docker, Kubernetes

Methodologies:

Agile, Scrum, ITIL

Soft Skills:

Problem-solving, communication, teamwork, adaptability

Industry Terms:

Application support, cloud-based hosting, performance tuning, ETL, incident management, problem management

📝 Enhancement Note: The interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit. The technical challenge preparation should focus on application support, issue resolution, and performance optimization.

🛠 Technology Stack & Web Infrastructure

Cloud Platforms:

AWS, GCP, Azure

Application Servers:

Tomcat

Databases:

SQL Server, Oracle, MySQL

Operating Systems:

Unix, Linux, Windows

Scripting Languages:

Bash, PowerShell, Python

Monitoring Tools:

New Relic, Datadog, Prometheus

Collaboration Tools:

Jira, Confluence, Slack

📝 Enhancement Note: The technology stack focuses on cloud-based platforms, application servers, and databases. Familiarity with monitoring tools and collaboration platforms is essential for this role.

👥 Team Culture & Values

Web Development Values:

📝 Enhancement Note: Sutherland emphasizes continuous improvement, collaboration, and customer focus in its web development teams.
Customer Focus: Prioritize customer needs and strive to exceed expectations.
Continuous Improvement: Embrace a culture of continuous learning and improvement.
Collaboration: Work together to achieve common goals and drive success.
Integrity: Act with honesty and transparency in all interactions.

Collaboration Style:

Sutherland fosters a collaborative work environment, with regular team meetings, knowledge sharing sessions, and cross-functional collaboration.
The team uses Agile methodologies for issue tracking and resolution, encouraging open communication and continuous improvement.
Team members are encouraged to mentor and support each other, fostering a culture of learning and growth.

📝 Enhancement Note: Sutherland's web development teams emphasize customer focus, continuous improvement, and collaboration. The collaborative work environment encourages knowledge sharing, mentoring, and open communication.

⚡ Challenges & Growth Opportunities

Technical Challenges:

📝 Enhancement Note: This role presents various technical challenges, focusing on application support, issue resolution, and performance optimization in a cloud-based environment.
Application Server Health Monitoring: Develop and maintain application server health monitoring tools and processes.
Issue Resolution: Troubleshoot and resolve complex application issues, often under tight deadlines.
Performance Optimization: Identify and address performance bottlenecks, ensuring optimal application performance.
On-Call Support: Provide on-call support during non-prime shift hours, ensuring application availability and performance.

Learning & Development Opportunities:

📝 Enhancement Note: Sutherland offers various learning and development opportunities to support the growth and development of its web development teams.
Training Programs: Access to training programs and certifications to enhance technical skills and knowledge.
Conferences and Events: Opportunities to attend industry conferences and events, fostering continuous learning and professional development.
Mentorship Programs: Mentorship programs to support the growth and development of junior team members.

📝 Enhancement Note: This role presents various technical challenges, focusing on application support, issue resolution, and performance optimization in a cloud-based environment. Sutherland offers learning and development opportunities to support the growth and development of its web development teams.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: Prepare for technical questions focusing on application support, issue resolution, and performance optimization in a cloud-based environment.
Application Server Health Monitoring: Describe your experience with application server health monitoring tools and processes.
Issue Resolution: Walk through a complex application issue you've resolved, explaining your troubleshooting process and the final solution.
Performance Optimization: Discuss a performance optimization project you've worked on, explaining the steps you took to identify and address performance bottlenecks.
On-Call Support: Describe your experience with on-call support, explaining how you've handled issues during non-prime shift hours.

Company & Culture Questions:

📝 Enhancement Note: Prepare for company and culture questions, focusing on Sutherland's values and work environment.
Customer Focus: Explain how you prioritize customer needs in your work and provide an example of a time when you went above and beyond to exceed customer expectations.
Continuous Improvement: Describe a time when you identified an opportunity for improvement and implemented a change to drive better results.
Collaboration: Share an example of a time when you worked collaboratively with a team to achieve a common goal, and how you overcame any challenges that arose.
Integrity: Describe a situation where you demonstrated integrity in a professional setting, explaining the outcome and the lessons you learned.

Portfolio Presentation Strategy:

📝 Enhancement Note: Prepare a portfolio presentation strategy, focusing on application support, issue resolution, and performance optimization in a cloud-based environment.
Live Demonstration: Prepare a live demonstration of your application server health monitoring tools and processes, explaining how you've used them to identify and resolve issues.
Case Studies: Develop case studies demonstrating your ability to troubleshoot and resolve complex application issues, highlighting your problem-solving skills and attention to detail.
Performance Optimization: Prepare a presentation focusing on a performance optimization project you've worked on, explaining the steps you took to identify and address performance bottlenecks.

📝 Enhancement Note: The interview preparation should focus on application support, issue resolution, and performance optimization in a cloud-based environment. Prepare for technical, company, and culture questions, as well as a portfolio presentation strategy.

📌 Application Steps

To apply for this Cloud Operations Engineer position:

Submit your application through the application link provided.
Customize your resume, highlighting your application support, issue resolution, and performance optimization skills in a cloud-based environment.
Prepare a portfolio showcasing your problem-solving skills, issue resolution, and performance optimization in a cloud-based environment.
Research Sutherland's company culture, values, and work environment to ensure a strong cultural fit.
Prepare for the interview process, focusing on application support, issue resolution, and performance optimization in a cloud-based environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

NICE - Actimize Cloud Operations Engineer