Company Description:

NICE is seeking a Problem Manager / Senior Project Manager to lead high-impact operational initiatives focused on reducing Mean Time to Mitigate (MTTM), improving service stability, and driving cross-functional execution across Technology, Operations, Support, R&D;, and customer-facing teams.

This role is adecuado for a strong project manager with deep operational problem-solving experience — someone who can take ownership of complex service issues, organize multiple teams, drive structured execution, remove blockers, and deliver measurable improvements in reliability and operational performance.

The successful candidate will not only manage projects but also lead operational improvement programs that prevent recurring incidents, improve incident response, reduce manual effort, and strengthen service readiness. Strong project management discipline is mandatory for this role, including the ability to build plans, manage timelines, track dependencies, communicate risks, and hold stakeholders accountable.

This position requires a highly organized, data-driven,



and execution-focused leader who can operate in a time-sensitive environment and drive results across multiple teams.

Job Description:

Job Description

The Problem Manager / Senior Project Manager will be responsible for leading major operational initiatives designed to reduce MTTM, eliminate recurring issues, and improve service resilience across the organization.

Key responsibilities include:
- Own and drive end-to-end operational improvement initiatives from discovery through execution, validation, and closure.
- Lead cross-functional initiatives involving Cloud Operations, Support, SRE, Engineering, R&D;, Product, and customer-facing teams.
- Manage major problem-management workstreams focused on reducing incident volume, improving mitigation time, and preventing repeat failures.
- Build and manage detailed project plans, timelines, milestones, dependencies, risks, and action registers.

📌 Senior Cloud Operations (Bogotá)
🏢 Sutherland Global
📍 Bogotá