Nuance is hiring for Associate SRC Engineer

• Excellent interpersonal and communication skills.
• Excellent stakeholder and customer handling skills.
• Phone and email based direct customer support for escalated issues.
• 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.
• Efficient problem-solving skills, mediation and stakeholder relationship building skills.
• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.

  Preferred Skills:

• Basic server administration (Linux or Windows) & operational support skills in a production environment
• Technical Product Support skills
• Experience with any automation tools and/or scripting language experience like Bash / PowerShell / Python / Pearl / UI Path (RPA) would be an added advantage.

• Support 24x7x365 SRC operations – rotational shifts with variable week off.
• Monitoring:
• Monitor different tools and applications to identify issues with infrastructure and/or Products.
• Monitor alerts mailbox and Event Management systems for alarms.
• Monitor Application dashboards for indications of incidents.
• Execute routine checklists to validate system functionality and perform health checks.
• Responsible for all server and network related support issues, ensuring support issues are resolved within the SLA and to the satisfaction of the customer.
• Properly document and escalate incidents to L2 / L3 teams (Storage, SysEng, NetEng, SRE, DevOps & R&D)
• Incident Management:
• Responsible for all incidents which have been escalated from customers / service delivery managers or identified through events and alerts.
• Invoke Incident Management process for Incidents that cannot be resolved within this team (Open the conference Bridge if needed)
• Interacting with internal stakeholders and external customers to assist them with their queries and requests –service requests, emails, and calls.
• Keeping stakeholders / customers informed about the outages / status update.