Global Operations Center Engineer

Location IN-Pune
Job ID
1-45040
Category
Customer Service / Support - All Openings
Pos. Type
Full Time

Company Overview / Présentation de l’entreprise:

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

 

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary / Sommaire du poste:

Summary:

 

The IT Global Operations Center Engineer will be a part of a Global Service delivery team providing a single point of contact for all aspects of operational support for Nuance IT services.  This role will be in the Global  operations center team located in Pune, India.  This team will provide daily support and monitoring of Nuance’s global network, telecomm and infrastructure services. This position will work with the other IT Operations teams to manage multiple priorities, help solve complex issues, and develop skills required to support the efforts of the Global IT Operations team as a whole.  

Must have a customer service frame of mind, enjoy working in a fast paced, team oriented environment, and have good organizational and communication skills. Self-motivated, flexible, and willing to work under pressure is key to this role.   

 

Responsibilities:

  • Monitoring of all Network equipment including Routers, Switches and Firewalls for :
  • Node Availability
  • Memory Utilization
  • CPU Utilization
  • Response time
  • Interface availability
  • Monitor all alerts for Routers, Switches and Firewalls including Alarms and Events
  • Monitor Telecom and AV Services
  • First level troubleshooting of all Alarms
  • Raising the Trouble ticket for incidents after first level analysis
  • Technical Writer experience, ability to describe complex technical setups in a simple way.
  • Alarm monitoring and creation of ticket as per criticality and specified SLA of alarm
  • Co-ordination with Service Desk, Level 2 teams and Vendors, as applicable
  • Create status report for all tickets in the shift
  • Create Shift Handover report
  • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing
  • Login to the following and keep track on a continuous basis - Proactive Monitoring

Function   Tools

Network    Solarwinds

Network    Syslog Monitoring

Telecom    Partly Whats Up Gold

Telecom    AVAYA PBX Email Alerting          

 

Knowledge, Skill, Qualifications:

  • Education: Bachelor's Degree in Computer Science or equivalent experience
  • Number of years of Experience: 3-5 years practical hands on experience working in a IT  NOC Operations center or GOC

Required Skills: 

  • Minimum 3-5 years of relevant experience in technical operations in a large (1000+ servers & network devices) and complex (multi-site experience), multi-technology, 24x7 commercial environment
  • Hands on experinece working on Network Monitoring Tools.
  • Excellent communication skills, both verbal and written; ability to effectively interact with people at all levels of the organization

Preferred Skills:

  • Strong knowledge of hardware, operating system, storage, networking and security technologies
  • Strong knowledge of ITIL or ITIL certification(s)
  • Proven technical capabilities and track record of successful interactions with all levels of internal staff and external partners/vendors
  • A Microsoft, VMware
  • Cisco, Avaya

Additional Information / Informations additionnelles:

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.

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