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Nuance Service Reliability Center Engineer in Pune, India

Nuance is looking for experienced IT professionals to join our GTS Service reliability centre team.

This SRC is a 24x7x365 multi-disciplinary operations support function that includes system administration, software engineering, process expertise, incident response & management, change enablement, multi-tier network operations centre (NOC), and customer engagement.

The ideal candidate should be an excellent communicator with a high degree of customer focus, talented, energetic team player who has the right mix of hands-on exposure to system engineering, monitoring, incident response, infrastructure administration covering system, networks, storage & databases (windows / Linux / VMware / Azure) or similar hosting platforms and troubleshooting thereof.

Basic Qualifications:

  • Education: Bachelor's degree in Computer Science, Engineering, and demonstrated IT work experience with an emphasis towards customer service, operations support & incident response of hosted, high-throughput mission critical systems.

  • Experience: 3 to 5 years of experience as part of Global IT Operations, Network Operations Center, System Administration, Cloud Administration, Product Technical Support, and / or global incident management.

  • Excellent written & verbal communication skills

  • Detail oriented, and a strong team player who works well with immediate and extended team, and consistently puts the customer & team above oneself.

  • Ability to work in and keep up with a fast-moving environment via effective prioritization and time management. Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.

  • Demonstrated problem solving ability, superior technical aptitude, proven ability to manage complex tasks, and very strong analytical skills.

  • Good understanding of SLA and KPIs with experience in productivity tools like Excel for data analysis & reporting.

  • Exposure to enterprise customer handling practices through ticketing, phone, emails etc. Efficient customer escalation & stakeholder handling, leading to successful long-term relationships.

  • A candidate can start in one of the following tracks & then transition to other as they grow with us.


Roles and Responsibilities:

Level 0 Responsibilities:

  • Be part of our 24x7x365 SRC operations rotational shifts team. This team permits variable week offs.

  • Monitoring:

  • Monitor different tools and applications to identify issues with infrastructure, platform and/or products.

  • Monitor alerts mailbox and event management systems for alarms.

  • Monitor application dashboards for indications of incidents.

  • Create & distribute scheduled reports. Execute routine checklists to validate reliability, system functionality and perform health checks.

  • Interacting with internal stakeholders, vendors, and external customers to assist them with their queries and requests – service requests, emails, and calls. Keeping stakeholders / customers informed about the outages / change updates.

  • Maintaining ticket queues for appropriate assignment, follow up & resolution.

  • Windows / Linux vulnerability management, updates & upgrades

  • Application updates, upgrades & deployments

  • Active participation in incident bridges and help drive them towards resolution.

L1 responsibilities:

  • Level 0 scope (as appropriate) plus coaching, mentoring, training level 0

  • Assisting & resolving tickets / incidents that have been escalated from level 0, other support teams or identified through alerts – across all layers of IaaS / PaaS / SaaS

  • Noise Reduction - Improving signal to noise ratio.

  • Tooling & process improvements

  • Deep dive and root cause analysis of all high priority outages.

  • Run forensics on escalated incidents to identify processes, knowledge gaps and devise a strategy to rectify problems and knowledge / process gaps.

Required Skills:

  • Strong Linux server and / or Windows server administration, and operational support skills in a hosted production environment.

  • Exposure to NOC tools – Nagios, Zabbix, Graphana, Sumo, Zenoss, New Relic, App Dynamics, Prometheus etc

  • Working experience in supporting and troubleshooting large scale hosted and / or cloud based distributed systems covering application layer, platform, OS, and infrastructure layers.

    Preferred Skills:

  • ITIL foundation, Six Sigma / Lean / Agile training and / or certification

  • Good understanding / exposure of Azure, AWS, GCP, SaaS, PaaS, IaaS, Windows & Linux operating systems, Firewalls, Load Balancing, Network Security architecture and core concepts / technologies such as TCP/IP, VPN, BGP, MPLS, Routing, databases, and storage technologies.

  • Experience with any automation tools and/or scripting language experience like Bash / PowerShell / Python / Pearl / UI Path (RPA) would be an added advantage.

  • Exposure, experience & good understanding of Docker & Kubernetes.

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance Communications (http://www.nuance.com/) , Inc. (Nuance) is a technology pioneer with market leadership in conversational AI and ambient intelligence. A full-service partner trusted by 77 percent of U.S. hospitals and 85 percent of the Fortune 100 companies worldwide, Nuance creates intuitive solutions that amplify people’s ability to help others.

We’ve pioneered speech technologies, natural language understanding, and machine learning for more than 20 years – and have 3000+ patents to prove it. When you join Nuance, you become part of our mission to positively transform the way people, work, connect, and interact. We are a trusted, full-service partner to the world’s leading financial, healthcare, telecommunications, retail, and government organizations, who rely on us to deliver transformative outcomes that help them push the boundaries of what’s possible.

Check out our team Life at Nuance (https://www.nuance.com/about-us/careers/life-at-nuance.html) !