Job Description

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:

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  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.
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  Experience: 0 to 3 years of experience as part of Global IT Operations, Network Operations Center, System Administration, Cloud Administration, Product Technical Support, and / or global incident management.
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  Excellent written & verbal communication skills

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  Detail oriented, excellent analytical skills, and a strong team player who works well with immediate and extended team, and consistently puts the customer & team above oneself.
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  Ability to work in and keep up with a fast-moving environment via effective prioritization and time management. Experience working in virtualized enterprise networking environments. Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.
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  Demonstrated problem solving ability, superior technical aptitude, proven ability to manage complex tasks, and very strong analytical skills. Ability to recognize patterns and dependency.
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  Good understanding of SLA and KPIs with experience in productivity tools like Excel for data analysis & reporting.
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  Exposure to enterprise customer handling practices through ticketing, phone, emails etc. Efficient customer escalation & stakeholder handling, leading to successful long-term relationships.

Operations (Associate - Level 0):
Principal Roles and Responsibilities:

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

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  Monitor different tools and applications to identify issues with infrastructure, platform and/or products.
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  Monitor alerts mailbox and event management systems for alarms.
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  Monitor application dashboards for indications of incidents.

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  Create & distribute scheduled reports.
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  Execute routine checklists to validate reliability, system functionality and perform health checks.
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  Key point of contact & responsible for coordination of all infra related support issues internally or with vendors, ensuring support issues are resolved within the SLA and to the satisfaction of the customer.
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  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.
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  Creating or updating documentation to improve outcomes.

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  Maintaining ticket queues for appropriate assignment, follow up & resolution.
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  Windows / Linux vulnerability management, updates & upgrades
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  Application updates, upgrades & deployments
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  Contribute as owner or member of SRC project teams towards continual improvement.
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  Active participation in incident bridges and help drive them towards resolution.

Required Skills (Associate - Level 0):

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  Exposure to NOC monitoring tools – Nagios, Zabbix, Graphana, Sumo, Zenoss, New Relic, App Dynamics, Prometheus etc
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  Exposure to NOC ticketing tools – Jira, Remedy, Salesforce etc.
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  Good Linux server and / or Windows server administration, and operational support skills in a hosted production environment.

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  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:

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  ITIL v3 or v4 foundation, Six Sigma / Lean / Agile training and / or certification
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  Basic understanding / exposure of Azure, AWS, GCP, SaaS, PaaS, IaaS, Firewalls, Load Balancing, Network Security architecture and core concepts / technologies such as TCP/IP, VPN, BGP, MPLS, Routing, databases, and storage technologies.

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

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.