NiCE Situation Management Specialist

**Primary Duties and Responsibilities**

The Situation Management Specialist is responsible for directing planning and managing the resolution of critical technical issues project risks and escalations that have significant consequences for NiCE and our customers.

• Ensure appropriate personnel are assigned and engaged to address the issue
• Monitor and verify that measurable progress is being achieved
• Develop and implement contingency plans to mitigate risk
• Maintain consistent transparent communication with management and customers throughout the resolution process
• Serve as the primary point of contact and accountable owner for all customer escalations and situation management activities

Qualifications :

**Required Qualifications**

**Education & Experience:**

• Minimum 5 years of demonstrated experience in critical situation management within complex technical environments
• Bachelors degree in business computer science engineering or related field; equivalent professional experience will be considered

**Core Competencies:**

• Advanced proficiency in escalation management risk management and situation management frameworks
• Mastery of ITIL framework and problem management processes
• Demonstrated expertise in project management methodologies including SDLC and Agile
• Proven leadership capability in high-pressure dynamic situations with ability to manage multiple concurrent priorities

**Technical & Communication Requirements:**

• Extensive experience supporting and managing technical environments
• Superior written and verbal communication skills with demonstrated ability to articulate complex technical concepts to diverse organizational levels
• Proficiency in facilitating large-scale remote stakeholder communications and conference management
• Executive-level communication capability across internal and customer-facing interactions

**Professional Attributes:**

• Exceptional crisis management acumen with capacity to establish priorities manage parallel workstreams and drive resolution from current state to desired outcomes
• Demonstrated composure and emotional intelligence under sustained stress and high-stakes situations
• Proven ability to assemble direct and manage cross-functional geographically distributed teams
• Strong analytical capability for post-event analysis and process improvement

**Preferred Qualifications:**

• Professional experience within telecommunications or product-based organizations
• Established track record in service recovery and customer retention during critical incidents

Additional Information :

Join one of the best companies and enjoy great benefits. Hybrid model in Bogotá Colombia.

Remote Work :

No

Employment Type :

Full-time