Company Overview

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

The Nuance Global IT team is focused on supporting the company and employees with technical solutions and expertise that help the business run more efficiently, ensure security and data privacy, and support new IT infrastructure initiatives that drive innovation. Our team is composed of problem solvers with constant curiosity and different perspectives who love to collaborate to transform and rethink IT.

Job Summary

The Sr. Site Reliability Center Systems Engineer role combines the practices of system engineering with understanding of software as a service to allow our teams to build and continue to run cloud-scale, distributed, fault-tolerant systems. Our team ensures that Nuance services have the reliability and uptime to meet the needs of our ever-growing customer base in a mission critical industry: Healthcare. Practices such as event response, major incident management, minimizing operational work, deep post-mortem exercises, and prevention of potential outages factor into the iterative improvement work that the SRC focuses on.

In this role you will spend a majority of the time taking ownership and being a central point of contact on the SRC with a line-of-business (LOB). You will be interacting with the LOB to improve the documentation, reliability, and the SRC’s ability to support the products. You will also spend a portion of each day working with other team members on a variety of tasks from monitoring, incident management, completing capacity and deployment based service planning, defining monthly and weekly activities like patch & vulnerability management, and playing a pivotal role in our major incident response team should an incident impact the availability or reliability of one of the healthcare products. You will take what is learned from the incidents and repeat events and help define improvements to prevent or resolve them faster and more reliably. Because of this breadth, the Site Reliability engineer maintains a unique position to see the entire division and interact across all teams.

Responsibilities:

• Ensure our products scale and perform consistently and reliably while reducing downtimes.
• Support services before they go live through activities such as system design consulting, developing operational playbooks, process/architecture documentation, and providing feedback on effective monitoring and logging needs.
• Maintain services once they are live by measuring and monitoring availability, latency and overall system health, troubleshooting and break-fix analysis.
• Scale systems sustainably through mechanisms like automation, and evolve systems by pushing for changes that improve reliability and availability.
• Practice sustainable incident response and blameless postmortems while defining remediation plans
• Work directly with management and other teams to bridge process gaps while becoming the central point of contact for the LOB
• Work with our other SMEs in other locations to on-board, cross-train, and improve SRC processes.
• Define weekly priority initiatives based on monthly and daily performance and reliability metrics
• Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.

Qualifications

Number of Years of Work Experience: 5+years of experience in large complex information systems, and/or Cloud environments.

Required Skills:

• Broad experience in troubleshooting large-scale distributed systems covering application, OS, networking and storage areas.
• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities
• Strategic relationship and partnership building skills
• Excellent time management, organizational, communication skills
• Good hands-on experience on any of these technologies including AMQ , MSSQL, Nagios, SaltStack, Zenoss, HP Openview,
• Remedyforce, Confluence, Jira, Pagerduty
• Working experience in Linux and Windows based production environments and strong knowledge in fundamentals and internals – file systems, memory management, threads and processes etc.
• Strong understanding of networking protocols, IP packets, DNS, OSI layers and load balancing.
• Experience with system monitoring and alerting for availability, reliability and performance.
• Excellent analytical and problem solving skills.
• Ability to solve operational related challenges through automation or process related improvements
• 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.

Preferred Skills:

• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities
• Strategic relationship and partnership building skills
• Experience with an IT or SaaS environment
• Good skills in one of the languages –Shell scripting, Python, or Perl
• Strong work ethic and a strong sense of urgency with a can-do attitude

Education: Bachelor's degree in Computer Science, a related field, or equivalent education required 

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 Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.