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Nuance Associate SRC Engineer in Pune, India

Associate SRC Engineer

Job ID: 1-56945

2021-02-22 05:08:00.000(GMT-05:00) Location: Pune, India

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

Check out our team Life at Nuance !

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

The Service Reliability Center (SRC) team within Nuance Communications is a cross-functional discipline that combines software and systems engineering to build and run cloud-scale, distributed, fault-tolerant systems. Our team ensures that Nuance services have reliability and uptime to meet the needs of our ever-growing customer base. The SRC team focuses on practices such as event response, major incident management, minimizing operational work, deep post-mortem exercises, and prevention of potential outages factoring into the iterative improvement work.

As part of this team, the successful candidate will deliver 24x7 operations for multiple product lines of Nuance Communications. You will be supporting the products and external customers directly. This role maintains a unique position to see the entire division and interact across all international teams as well as hold an important structural part of the organisation.

Principal Duties and Responsibilities:

  • Support 24x7x365 SRC operations.

  • Interacting with internal stakeholders and external customers to assist them with their queries and requests.

  • Resolution of all incidents which have been escalated from customers / service delivery managers or identified through events and alerts.

  • Responsible for all server and network related support issues, ensuring support issues are resolved within the SLA and to the satisfaction of the customer.

  • Administration of Event Management rules in Nagios, SCOM, and other monitoring tools.

  • Monitor alerts mailbox and Event Management systems for Events and follow KB articles for resolution actions, performing functional escalations to on-call resources as needed

  • Monitor Application dashboards for indications of incidents.

  • Invoke Incident Management process for Incidents that cannot be resolved within this team (Open the conference Bridge if needed)

  • Execute routine checklists to validate system functionality and perform health checks.

  • Document and communicate system status per process definitions.

Qualifications:

Education : Bachelor's degree or equivalent demonstrated work experience with an emphasis towards production support of high capacity mission critical systems.

Work Experience: 1 or more years of relevant experience in support and/or operations.

Required Skills:

  • Ability to develop and plan for longer term projects to directly impact the SRC and LOB relationship and our understanding and ability to support the related products.

  • Excellent interpersonal and communication skills.

  • Excellent stakeholder and customer handling skills.

  • Phone and email based direct customer support for escalated issues.

  • Efficient problem-solving skills, mediation and stakeholder relationship building skills.

  • Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.

  • Familiarity with cloud support engineering practices and server operating system.

  • Experience of supporting and troubleshooting large-scale distributed systems covering application, Operating Systems, and IT infrastructure stack.

  • Ability to solve operational related challenges through automation or process related improvements.

Preferred Skills:

  • Server administration (Linux or Windows) & operational support skills in a production environment

  • Basic knowledge of public cloud deployment architecture & administration (ideally Azure)

  • Experience with any automation tools.

  • Scripting language experience. Any of the following: Bash / PowerShell / Python / Pearl / UI Path (RPA).

Additional Information

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 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 celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.

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