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

**Required Qualifications**

**Education & Experience:**

• Minimum 5 years of demonstrated experience in critical situation management within complex technical environments
• Bachelor's 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

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