Official Specifications
Role Overview & Mandate
Executive Summary
The Service Reliability Centre (SRC) team is an engineering discipline combining support, automation (scripting), software, and engineering...
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The Service Reliability Centre (SRC) team is an engineering discipline combining support, automation (scripting), software, and engineering to support and run cloud, distributed and fault-tolerant systems to ensure Nuance services have the reliability and uptime to meet the needs of our ever-growing international customer base.
This role hosts 24x7 operational BAU focused responsibilities supporting Nuance products and external customers, and requires working knowledge of IT infrastructure, event response, monitoring systems, ticketing systems, incident management, and the ability to contribute to documentation. Additionally, the successful applicant will be able to demonstrate attention to detail, be a critical thinker, identify and prioritise workloads, being open to learn, be flexible, an all-round supportive team player and prepared to be technically hands on as well as being hands off following incident management process.
Required skills:
- Competent with Windows 10
- A logical approach and strong troubleshooting skills
- Experience adapting to different technical and non-technical challenges
- Engaging in customer support
- Experience with ticket logging
- Leveraging multiple monitoring tools for mailboxes, application dashboards and event management systems
- Follow documentation and runbooks to execute routine checklists, validate system functionality, apply scheduled systems patching and standard changes
- Efficient problem solving, mediation and stakeholder relationship building skills
- Self-motivated and proactive
- Follow Senior guidance when required
- Contribute to technical documentation
- Ability to communicate internally team and cross-functionally
- Communicate ad-hoc system updates in addition to delivering them in handover meetings
- Ability to onboard and perform as an Incident Manager to drive bridges to resolution
- Fluent English written and verbal communication skills
- Be part of a team supporting 24x7x52 operations
- Work within a team as part of a 4 day on and a 4 day off shift inclusive of nights and weekends
- Ability to obtain Security Clearance once employed and sponsored by Nuance. Requires at minimum 5 consecutive years of residence in the UK.
Nice to have
- Ability to perform or knowledge of technical bridge incident management processes
- Knowledge and general administration of Active Directory, Microsoft Azure and Microsoft Office 365
- Knowledge and general administration of Linux systems (file systems, memory management, threads and processes etc.)
- Automations or exposure to scripting through Microsoft PowerShell, Pearl, Bash, Python, Ruby et al.
Opportunity
This position offers the opportunity to onboard and upskill in new technologies such as Nuance AI (Artificial Intelligence), Integrated Voice Recognition and SIP, Digital Chat, Microsoft (Azure), Linux (CentOS, Debian and Alpine) and general digital (TCP, UDP and IP) networking concepts to which you will be taught. Additionally, there will be lots of opportunity to learn and work with tools like Microsoft Power-Bi, different Monitoring technologies (Nagios, Zabbix et al.), Ticketing systems (Jira, Remedy et al.) and incident handling as well as exposure to different technical and nontechnical projects, ITIL processes and scripting technologies (Python). Additionally, you will have access to the latest technical tools available on the market in addition to Microsoft 0365 and Microsoft Teams, Avaya, SharePoint and Confluence.
Qualifications:
- 2+ years of relevant experience in IT operations working within a NOC, TAC, SRC or SRE environment plus any industry recognised certifications would be an advantage.
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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.
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.
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