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
Nuance Enterprise is a mission critical leader in delivering and supporting technology infrastructure to meet the substantial growth of the business.
The Site Reliability Center is an engineering 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 in a mission critical industry: Enterprise. 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 that the SRC focuses on.
In this role you will spend a majority supporting and being a central point of contact in the SRC with a line of business through phone based, direct contact support, as well as through ticketing systems. You will be supporting the products and customers directly. 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 Enterprise products.. Because of this breadth, the Site Reliability engineer maintains a unique position to see the entire division and interact across all teams.
Education: Bachelor's degree in Computer Science, a related field, or equivalent education required
Minimum years of work experience: 5+ years of experience in large complex information systems, and/or Cloud environments.
Required skills:
- Phone and email based direct customer support
- 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
- Familiarity with cloud support engineering practices.
- Good hands-on experience on any of these technologies including Kubernetes, AMQ, MSSQL,Graphana, Sumologic, 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
- Understanding of AI and Biometrics
- Ability to run packet captures and network trace analysis.
- 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
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.